Optimising CX Through Customer Service Strategies

In an editorially-driven initiative, the team is studying how CXOs in the Middle East are lifting customer experience by optimising customer services strategies.

Question Title

* 1. How big is your customer base?

50,001 - 100,000 members

100,001 – 500,000 members

500,001 – 1,000,000 members

1,000,001+ members

Question Title

* 2. What is your customer service budget?

<10,000 USD

10,000-50,000 USD

50,000-1,00,000 USD

>1,00,000 USD

Question Title

* 3. My customer service priorities are…

To offer personalised customer interactions

To add intelligence to chatbot customer interactions

To be able to use real-time customer data insights

To enhance agent training/management

To re-evaluate our customer service tech stack

To set up self-service adoption models

To increase operational efficiencies/lower costs

To transition to a ‘sales through service’ centre

To predict business outcomes like CSAT and churn

Others

Question Title

* 4. What customer service KPIs do you track?

Customer Satisfaction Score (CSAT)

Employee Satisfaction Score (ESAT)

Customer Effort Score (CES)

Total Tickets and Tickets Per Customer

First Response Time (FRT)

Net Promoter Score (NPS)

First Contact Resolution (FCR)

Average Handling Time (AHT)

Post-call work time

% of blocked calls

Question Title

* 5. What is your main focus to improve the first contact resolution rate?

Route customers to the right agents

Promote Total Contact Ownership

Leverage conversational AI to resolve simple queries

Provide customer history to agents

Conduct a contact driver analysis across internal channels

Leverage AI-powered smart recommendations

Question Title

* 6. What do you think can be the most relevant trend expected to impact service organisations?

Increased self-serve adoption

Pro-active service and communications

Service organisation as a value centre rather than a cost centre

Machine customers to create a lower-effort experience

Personalisation with privacy

Increased support expectations on social channels

Other

Question Title

* 7. How do you plan on integrating personalisation into your customer service?

Arm human agents with real-time customer data insights

Create a singular customer view across all channels

Deploy chatbots on all self-serve channels

Add sentiment analysis tools to the CS tech stack

Offer personalised recommendations to increase repeat purchase

Glean customer feedback from multiple touch points, sources

Question Title

* 8. Would you integrate generative AI into your customer service tech stack?

Yes, to analyse customer data and create more personalised real-time responses

Yes, to understand customer intents and improve predictive models

Yes, to aid customer service agents with post-call workflows like summarisation

Yes, to improve the discoverability of products and information via self-serve channels

No, I don’t find it to be a priority at this point in time

No, I am worried about customer privacy and security fraud

No, I think it will only increase costs and not add enough value

No, the technology hasn’t reached that stage of maturity

Question Title

* 9. What technologies are you currently using to power your customer service?

Live chat

Proactive messaging

Integrated knowledge base

Chatbots

Team Inbox

Integrations and Messenger apps

API

Reporting and AI-powered conversational insights

Question Title

* 10. What are you looking for from your technology partners?

Strategic input

Enhanced training tools for employees

Seamless implementation

Integrated suite or consolidated solutions

Quick ROI through AI features

Question Title

* 11. Which capabilities are you developing to provide real-time intelligence?

Dynamic automation tools

Social monitoring tools

Advanced chatbot systems

Predictive analytics

Advanced reporting and visualisation

Voice assistants

Question Title

* 12. What is your main focus in integrating empathy into a customer service strategy?

Focus on next issue avoidance – anticipate future inquiries based on the issue at hand

Introduce self-serve digital methods to help customers feel unrestricted

Use AI and NLP tools to identify frustration flashpoints

Automate mundane tasks and decrease customer effort

Offer personalised follow-up or check-ins through agents/bots

Leverage AI-led quality management to analyse agent performance on empathy performance

Others

Question Title

* 13. How do you measure the effectiveness of your customer service efforts?

Monitor and optimise the first contact resolution rate

Monitor repeat purchase rate

Cross-analysis of customer feedback and customer service agents' feedback

Monitor and analyse the social media sentiments of customers

Monitor customer interactions with service chatbots

Question Title

* 14. What are your current or next steps to improve your customer feedback strategy?

Introduce feedback surveys across multiple customer touchpoints

Active consideration of unsuccessful customer interactions

Leverage social media channels for extended feedback communication

Leverage analytics to gain intelligence on all customer conversation

Gain insights on contract drivers at multi-level hierarchies

Derive outcomes such as sentiment analysis, and CSAT for each call

Introduce a ‘you said, we act’ communication strategy to increase trust and loyalty

Optimising CX Through Customer Service Strategies

Question Title

* 1. How big is your customer base?

Question Title

* 2. What is your customer service budget?

Question Title

* 3. My customer service priorities are…

Question Title

* 4. What customer service KPIs do you track?

Question Title

* 5. What is your main focus to improve the first contact resolution rate?

Question Title

* 6. What do you think can be the most relevant trend expected to impact service organisations?

Question Title

* 7. How do you plan on integrating personalisation into your customer service?

Question Title

* 8. Would you integrate generative AI into your customer service tech stack?

Question Title

* 9. What technologies are you currently using to power your customer service?

Question Title

* 10. What are you looking for from your technology partners?

Question Title

* 11. Which capabilities are you developing to provide real-time intelligence?

Question Title

* 12. What is your main focus in integrating empathy into a customer service strategy?

Question Title

* 13. How do you measure the effectiveness of your customer service efforts?

Question Title

* 14. What are your current or next steps to improve your customer feedback strategy?

Question Title

* 15. What are the main challenges you are facing while delivering exceptional customer service? Please rank them in terms of urgency.