What is CX (and why is it so important)?

Customers will want to talk to you if they believe you can solve their problems.”
Jeffrey Gitomer.

This article from Ericsson, indicates that CX (Customer Experience)* is key to a CSP’s financial performance according to 81% of C-level executives at tier-one carriers in South-East Asia.

The article goes on to say, “Nevertheless, 72 % of executives evaluated their current customer experience as being average or poor. (According to the interviewees, the three key reasons holding back operators from delivering a superior customer experience were due to a lack of consistency across multiple channels, the time taken to resolve customer issues and finally the ability to do things right, first time around).

Let’s break that down. The obstacles to delivering superior CX according to C-Level executives are:

  1. Lack of consistency across channels
  2. Time taken to resolve customer issues
  3. The ability to do things right first time

Reading these three points closely, it is clear that the cross-hairs of poor CX are pointed at OSS. Of course people and process impact the ability of an OSS to deliver a great CX, but these factors are still tightly entwined with the way your OctopOSS has been implemented.

If you’re architecting your organisation’s or a CSP’s OSS start with the root meanings of the three points above:

  1. Consistency – Master plan your OSS, benchmark and improve the highest volume end-to-end procedures, ensuring they are efficient and consistent across the various platforms they traverse
  2. Fast resolution – Provide the functionality that allows operators to share stories to teach learnings from past resolutions as well as offering the tools that support quick identification of common resolutions.
  3. Do things right – The ability to do things right first time relies heavily on data integrity and ensuring that you have a process for continual data improvement. This could relate to inventory data, CRM (Customer Relationship Management) data, etc.

Each of these factors can also be improved through simplification rather than obfuscation by your OSS.

*Note: CX is also known as Customer Experience Management (CEM)

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