We don’t have to tell you that your industry is incredibly competitive and highly-regulated. It’s very easy for customers to switch products and providers, and the best defense against customer churn is providing an excellent customer experience.
Small changes can have a big impact. In fact, according to Forrester, a one-point increase in customer experience generates an additional $3.39 per customer in incremental revenue.
Understanding the customer journey gives you insight into opportunities for upsell, digital containment, and more.
It starts with BryterCX.
BryterCX partners with clients to deliver customer-delighting, company-revolutionizing results with IRISTM, our journey management solution. With IRISTM, you get the insights you need to create meaningful human experiences and win customers for life. With our solution, companies typical experience:
According to a Forrester report we’ve helped industry leaders achieve over 300% ROI from their journey management investment with BryterCX. Total benefits generated over a 3 year period also include:
With IRISTM, your average investment of less than $0.15 per customer per year will make it possible to:
Companies that connect siloed, fragmented data to create an omnichannel view of true customer experience can do this and more.
Start with this resource on “Demystifying Common Journeys”. Banks and financial service companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.
Telecom Case Study: Onboarding
A wireless provider with thousands of new customers each month asked BryterCX to help with its onboarding process in order to improve customer experience and reduce costs. They were particularly interested in how different activation experiences affected churn and NPS, as well as where customers were having issues with self service.
Mapping Customer Journeys:
In just two weeks time, BryterCX helped this telecom provider map the journeys involved in a 90-day onboarding process across their main service channels (IVR, agent, web, and mobile). We identified thematic onboarding journeys representing the different types of experiences a customer might have. The client was able to analyze the onboarding process on a macro level, while also further investigating specific customer segments.
BryterCX provided a detailed understanding of the 90-day onboarding process, and discovered that 80% of new customers required additional help in their first 3 months. Customers were typically calling for profile, billing, and routine account maintenance changes, all of which were easy to accomplish with user-friendly self-service options. Efficiencies made to the journeys underlying the onboarding process resulted in a 3.4 million annual call reduction, saving $15.3M.