An Expert’s Perspective – Influencing Change in Customer Experience

In a rapidly evolving business landscape, one might wonder what separates the winners from the rest. The answer lies in an often-overlooked aspect of any thriving organization: Customer Experience (CX). In today’s hyper-competitive market, delivering an exceptional customer experience has become the hallmark of success for contact center operations leaders who strive to excel.

In this digital age, the importance of adapting to new CX expectations cannot be overstated. With a plethora of options available to customers, their loyalty now hinges on the ease, speed, and satisfaction derived from their interactions with your brand. It’s no longer just about solving problems; it’s about creating memorable experiences that foster long-lasting connections.

So, how can you, as a contact center operations leader, influence change in customer experience? Join me as we embark on a journey to discover the secrets of CX transformation, drawing inspiration from proven strategies, leveraging technology, and fostering a culture that places customers at the heart of your organization. Together, we’ll explore a comprehensive framework to elevate your CX game, empowering you to make a real difference in your customers’ lives and, ultimately, your organization’s success.

The Evolution of Customer Experience

In order to appreciate the significance of today’s customer experience landscape, it’s crucial to understand how it has evolved. Customer service, as a concept, dates back to the early days of trade when merchants relied on strong relationships and word-of-mouth to drive business. As economies grew and markets became more competitive, companies realized the need to differentiate themselves through the quality of their customer interactions.

The rise of the telephone in the 20th century revolutionized customer service by enabling businesses to connect with customers remotely, paving the way for call centers. By the turn of the 21st century, the internet had transformed how we communicate, giving rise to email, live chat, and social media as customer service channels.

Importance of adapting to new CX expectations

As communication channels have multiplied, so have customer expectations. Modern customers demand swift, seamless, personalized interactions across multiple touchpoints. A study by Salesforce found that 76% of customers expect companies to understand their needs and expectations, and 84% of customers say that the experience a company provides is just as important as its products and services.

Businesses that fail to meet these new CX expectations risk losing customers to more agile competitors better equipped to cater to their needs. By contrast, those who successfully adapt can retain their customer base and drive growth through positive word-of-mouth and increased customer loyalty.

The role of technology in shaping CX

In the realm of customer experience, technology has served as a crucial catalyst for transformation. By streamlining operations, collecting valuable client information, and facilitating personalized experiences, businesses have reaped its benefits. In 2020, Gartner forecasted that by 2022, 70% of customer interactions would be driven by emerging technologies such as machine learning, chatbots, and mobile messaging, a significant increase from 15% in 2018. Although recent measurements are unavailable, it’s worth noting that nearly 40% of internet users in 2022 favored chatbot interactions over virtual agents. As key sectors like retail and healthcare embrace digital technology, this preference is expected to grow. Similar trends can be anticipated for other cutting-edge technologies.

Technology has revolutionized contact centers in numerous ways, such as implementing CRM systems that monitor customer interactions and deploying AI-driven chatbots capable of addressing simple queries. For instance, Salesforce and Microsoft Dynamics offer CRM solutions that enhance customer engagement, while chatbot platforms like Dialogflow and Chatfuel facilitate customer communication. Furthermore, sophisticated data analytics empower businesses to uncover trends and patterns, equipping them with the knowledge to make well-informed choices and proactively meet customer demands.

However, technology is a double-edged sword. While it can help improve CX, it can also lead to an over-reliance on automation, resulting in impersonal interactions that leave customers feeling undervalued. Striking the right balance between leveraging technology and maintaining a human touch is crucial to delivering an exceptional customer experience. A PwC survey revealed that 82% of U.S. consumers want more human interaction in the future, and 59% feel that companies have lost touch with the human element of customer experience.

As we move forward, contact center operations leaders must stay attuned to the evolving landscape of customer experience, embracing the benefits of technology while keeping the human connection at the heart of their strategies.

The Good-to-Great CX Framework

Jim Collins’ groundbreaking book, “Good to Great,” has inspired business leaders seeking to transform their organizations. The book provides a set of principles that have been proven to propel companies from mediocrity to greatness. These concepts can also be applied to customer experience, offering contact center operations leaders a roadmap to elevate their CX game.

Applying the Good-to-Great framework to CX

Level 5 Leadership

Level 5 leaders possess a rare combination of personal humility and professional will. They are focused on the organization’s long-term success, putting the interests of the company and its customers above their own. In the context of CX, Level 5 leaders set the tone for a customer-centric culture, inspiring employees to strive for excellence and continuously improve the customer experience.

First Who, Then What

Collins emphasizes the importance of having the right people on the team before deciding on the strategy. In CX, this means recruiting, training, and retaining employees with a genuine passion for serving customers and the skills to excel in their roles. A team committed to delivering exceptional customer experiences can help drive sustainable success for the organization.

The Hedgehog Concept

The Hedgehog Concept involves focusing on what your organization can do better than anyone else and sticking to it. For contact centers, this means identifying your unique value proposition regarding customer experience and consistently delivering on that promise. This could involve excelling in personalized service, rapid response times, or going above and beyond to delight customers.

The Flywheel and the Doom Loop

The Flywheel concept represents that building momentum in an organization takes time, effort, and consistency. In CX, this means constantly refining processes, investing in employee development, and leveraging technology to enhance customer interactions. The Flywheel effect occurs when these efforts compound over time, creating a cycle of continuous improvement that leads to exceptional customer experiences.

Conversely, the Doom Loop refers to a pattern of inconsistent efforts and a lack of focus, ultimately undermining an organization’s progress. In the context of CX, this could manifest as frequent changes in strategy, misaligned priorities, or poor execution, all of which can lead to subpar customer experiences.

The Stockdale Paradox

The Stockdale Paradox involves maintaining unwavering faith in your ability to prevail while confronting the brutal facts of your current reality. In terms of CX, this means acknowledging areas where your contact center may fall short and actively addressing these issues without losing sight of the ultimate goal: delivering an outstanding customer experience.

Real-life examples of companies that have transformed their CX using the Good-to-Great framework

Amazon: Amazon’s customer-centric approach, driven by founder Jeff Bezos, has been instrumental in its meteoric rise. The company’s relentless focus on customer needs and continuous innovation has allowed it to deliver a consistently exceptional customer experience, earning it a reputation for excellence.

Zappos: Zappos, an online shoe and clothing retailer, has built its brand on outstanding customer service. The company’s commitment to its core value of “delivering WOW through service” has led to innovations such as its 365-day return policy and free shipping, creating an industry-leading customer experience.

Apple: Apple’s emphasis on user experience and design has made it one of the world’s most successful and admired companies. The company’s attention to detail, seamless integration of hardware and software, and commitment to customer satisfaction have resulted in an unparalleled CX that keeps customers loyal to the brand.

Disney: The Walt Disney Company has long been known for its exceptional customer experience in its theme parks and various entertainment offerings. Disney’s focus on creating magical experiences and exceeding customer expectations has earned it a devoted fan base and a reputation as a leader in CX.

These examples demonstrate the power of applying the Good-to-Great framework to customer experience. By incorporating the principles outlined by Jim Collins, contact center operations leaders can transform their organizations and create exceptional customer experiences that drive long-term success.

Leveraging Technology to Enhance CX

In today’s fast-paced, digital world, incorporating technology into contact center operations is essential for delivering a seamless and efficient customer experience. Technological advancements have the potential to streamline processes, enhance communication, and provide valuable insights that empower contact centers to serve their customers better.

Key technologies for improving CX

Customer Relationship Management (CRM) software

CRM systems are vital for managing customer interactions and consolidating customer data in one centralized location. By utilizing CRM software, contact centers can easily access a customer’s history, preferences, and previous interactions, allowing them to deliver personalized and informed service.

Omnichannel communication platforms

An omnichannel approach ensures that customers can engage with your brand through their preferred channel: email, phone, chat, or social media. Omnichannel communication platforms enable contact centers to manage these channels seamlessly, ensuring a consistent and unified customer experience across all touchpoints.

Artificial Intelligence (AI) and chatbots

AI and chatbots can significantly improve the efficiency of contact centers by automating routine tasks, handling simple inquiries, and providing instant responses to customer queries. This reduces wait times for customers and frees up human agents to handle more complex issues, enhancing the overall customer experience.

Data analytics and insights

Data analytics tools allow contact centers to collect, analyze, and gain insights from customer data. These insights can help identify patterns, trends, and areas for improvement, enabling businesses to make data-driven decisions and optimize their customer experience strategies.

Balancing technology with human touchpoints

While technology undoubtedly plays a crucial role in enhancing CX, it’s important not to lose sight of the value of human interactions. Customers often seek empathy, understanding, and personalized service – qualities that can be difficult to replicate through technology alone.

To strike the right balance, contact center operations leaders must ensure that technology supports and empowers their agents rather than replaces them entirely. This may involve leveraging AI and chatbots for routine tasks while reserving human agents for more complex or emotionally sensitive issues. Additionally, providing ongoing training and development opportunities for agents can help them stay up-to-date with the latest technological advancements and maintain their ability to deliver exceptional customer experiences.

Empowering Contact Center Employees

Engaged and motivated contact center employees are pivotal in delivering exceptional customer experiences. When employees feel empowered, they are likelier to go the extra mile for customers, demonstrate a genuine commitment to service, and take pride in their work. This, in turn, can profoundly impact customer satisfaction and loyalty.

Strategies for fostering a customer-centric culture

Clear vision and values

Establishing a clear vision and set of values that prioritize customer-centricity is essential for creating a culture that supports exceptional CX. By communicating this vision and values to employees, contact center operations leaders can inspire their teams to adopt a customer-first mindset and consistently strive to exceed customer expectations.

Training and development programs

Investing in ongoing training and development programs is key to ensuring employees have the necessary skills and knowledge to deliver top-notch customer experiences. This may include product knowledge training, communication skills development, and empathy and emotional intelligence workshops. Contact centers can foster a culture of continuous improvement and excellence by providing employees with the tools and resources they need to excel in their roles.

Open communication and feedback loops

Encouraging open communication and feedback within the contact center can help identify areas for improvement and allow employees to share their ideas and insights. Regular team meetings, one-on-one check-ins, and anonymous feedback channels can all contribute to an environment where employees feel heard and valued.

The impact of employee satisfaction on CX

There is a strong correlation between employee satisfaction and customer experience. Happy employees are more likely to be engaged in their work, leading to higher levels of customer satisfaction and loyalty. By prioritizing employee well-being, providing opportunities for growth and development, and fostering a supportive work environment, contact center operations leaders can create a positive feedback loop that benefits employees and customers.

Measuring and Optimizing Customer Experience

Tracking customer experience metrics is essential for understanding your contact center operations’ effectiveness and identifying improvement areas. By monitoring key performance indicators (KPIs), contact center leaders can gain valuable insights into customer satisfaction, agent performance, and the overall success of their CX strategies.

Key performance indicators (KPIs) for contact center operations

Customer Satisfaction (CSAT) score

The CSAT score measures customer satisfaction based on their interactions with your contact center. This metric is typically collected through post-interaction surveys and can help identify trends, areas for improvement, and opportunities to enhance customer experiences.

Net Promoter Score (NPS)

NPS is a widely-used metric that gauges customer loyalty by asking customers how likely they are to recommend your company to others. A high NPS indicates strong customer loyalty, while a low score may signal potential issues that must be addressed.

First Contact Resolution (FCR)

FCR measures the percentage of customer inquiries resolved during the first contact with the customer. A high FCR rate indicates that your contact center effectively addresses customer concerns, reducing the need for follow-up interactions and enhancing the overall customer experience.

Average Handle Time (AHT)

AHT is the average time an agent spends handling customer interaction, including talk, hold, and after-call work. While minimizing AHT can improve efficiency, balancing this with maintaining quality customer interactions is essential.

Unconventional KPIs: Metrics for Enhanced Contact Center Success

Customer Effort Score (CES)

CES evaluates the ease with which customers can resolve their issues or have their questions answered. A lower CES indicates that customers find interacting with your contact center easier, which often leads to higher satisfaction and loyalty.

Agent Occupancy Rate

Agent Occupancy Rate measures the percentage of time agents spend on productive tasks, such as handling customer interactions or completing after-call work, relative to their total logged-in time. A higher occupancy rate indicates efficient agent utilization, but avoiding overworking your team is essential.

Contact Quality Score

Contact Quality Score assesses the quality of customer interactions based on predefined criteria such as communication skills, adherence to scripts, and problem-solving abilities. Regularly monitoring and improving contact quality can lead to more satisfied customers and better overall performance.

Service Level

Service Level measures the percentage of customer interactions answered within a specified time frame, reflecting the contact center’s ability to meet customer expectations for timely service. Achieving a high service level can contribute to improved customer satisfaction.

Abandoned Call Rate

Abandoned Call Rate tracks the percentage of customers who hang up before reaching an agent. A high abandoned call rate may indicate long wait times or other issues that must be addressed to improve the customer experience.

By monitoring these lesser-known KPIs alongside traditional metrics, businesses can gain a more comprehensive understanding of their contact center’s performance and identify opportunities for improvement.

Continuous improvement strategies

Analyzing customer feedback

Regularly analyzing solicited and unsolicited customer feedback can provide valuable insights into the strengths and weaknesses of your contact center operations. By closely examining feedback from customer surveys, social media, and other channels, contact center leaders can identify areas where improvements can be made and implement changes accordingly.

Identifying and addressing pain points

Proactively identifying and addressing customer pain points is essential for continuously enhancing the customer experience. By leveraging data analytics, contact center operations leaders can pinpoint recurring issues, inefficiencies, or gaps in service and develop targeted solutions to address these concerns.

Benchmarking against industry standards

Benchmarking your contact center performance against industry standards can help you understand how your organization compares to competitors and identify areas for improvement. By staying informed about best practices and emerging trends in customer experience, contact center leaders can ensure that their operations remain at the forefront of the industry.

Future Trends in Customer Experience

Emerging CX trends and their impact on contact center operations

Omnichannel communication

Customers expect seamless interactions across various channels like phone, email, chat, and social media. Contact centers need to adopt an omnichannel approach to facilitate consistent and cohesive experiences, regardless of the channel customers choose to engage through.

AI and automation

AI-powered tools like chatbots and virtual assistants continue to evolve, enabling more efficient and effective customer interactions. Contact centers can leverage these technologies to streamline processes, reduce response times, and handle routine tasks, allowing agents to focus on more complex issues.

Personalization and customization

Customers increasingly expect personalized and customized experiences tailored to their needs and preferences. Contact centers must adapt by leveraging data and technology to provide more targeted and relevant interactions. This could involve using customer data to anticipate needs, offer personalized product recommendations, or create customized marketing campaigns.

Augmented reality (AR) and virtual reality (VR)

AR and VR technologies can potentially revolutionize how customers interact with brands and products. Contact centers can capitalize on these technologies by integrating them into customer support, offering immersive and interactive experiences that go beyond traditional channels. Examples might include using AR for product demonstrations or VR for guided customer support sessions.

Proactive customer service

Proactive customer service involves anticipating and addressing customer needs before they become issues. Contact centers should focus on developing strategies to identify potential problems early and provide timely solutions. This may involve monitoring customer behavior and reaching out with relevant information or using predictive analytics to identify trends and address potential concerns.

Sustainable and ethical business practices

Consumers are increasingly concerned about the environmental and social impact of the companies they engage with. Contact centers should consider incorporating sustainable and ethical practices into their operations, such as reducing waste, adopting renewable energy sources, and promoting fair labor practices. Demonstrating a commitment to these values can help build trust and strengthen customer loyalty.

Incorporating an AI-powered Conversational Agent in Contact Center Operations

To remain at the forefront of technological advancements, it’s crucial to explore the integration of AI-powered conversational agents into your strategy. These cutting-edge technologies have the potential to significantly improve contact center performance and elevate the customer experience. Below are some essential advantages and factors to consider while integrating AI solutions within contact center operations:

Improved efficiency: AI solutions can handle a large volume of customer inquiries simultaneously, enabling faster response times and reducing the workload for human agents. This allows contact centers to serve more customers with the same resources.

Cost savings: By automating routine tasks and inquiries, AI solutions can help contact centers reduce operational costs associated with staffing and training. Over time, these savings can be invested in other areas to improve overall business performance.

24/7 customer support: AI solutions can provide round-the-clock assistance, ensuring customers can access support whenever they need it. This level of availability can significantly enhance customer satisfaction and loyalty.

Consistency in responses: AI-powered chatbots maintain consistent quality and accuracy in their responses, ensuring customers receive reliable information every time they interact with your contact center.

Seamless escalation: AI solutions can be configured to identify complex or sensitive issues and seamlessly escalate them to human agents, ensuring customers receive the appropriate level of support.

Personalization: AI solutions can leverage customer data to provide personalized responses, helping create tailored experiences that resonate with individual customers.

However, it’s essential to consider the limitations of AI solutions, as they may not be suitable for handling highly complex or emotionally sensitive customer interactions. Balancing AI-powered chatbot interactions with human agent support can help contact centers optimize operations and deliver the best customer experience.

Adapting to changing customer preferences and expectations

As customer preferences and expectations evolve, contact centers must be agile and adaptable to meet these shifting demands. This requires staying informed about emerging trends and technologies, investing in ongoing employee training and development, and constantly reevaluating and refining CX strategies.

In the ever-changing customer experience landscape, contact center operations leaders must proactively identify and embrace new trends and technologies. By staying ahead of the curve and adapting to customers’ evolving needs, contact centers can continue to deliver exceptional experiences and drive long-term success.


We have journeyed through the vital elements that drive change in customer experience, delving into the evolution of CX and incorporating the Good-to-Great framework into contact center operations. We have also considered the significance of harnessing technology to elevate CX, empowering contact center staff, and monitoring and refining customer experiences. Finally, we investigated emerging trends and the necessity of adapting to shifting customer preferences and expectations.

As a leader in contact center operations, it is essential to acknowledge the profound impact that exceptional customer experiences can have and to relentlessly pursue excellence in this domain. By welcoming change, implementing innovative approaches, and cultivating a customer-centric culture, your organization can achieve enduring success and distinguish itself from its rivals.

In today’s fiercely competitive business environment, delivering exceptional customer experiences is more important than ever. As you strive for growth and adapt to the evolving landscape of customer needs, consider the following question: How can you effectively empower your contact center team to forge lasting customer relationships that inspire loyalty, and satisfaction, and ultimately contribute to the success of your organization?

Interested in talking optimizing customer experience? Reach out to

Other OmniLegion Posts:

Subscribe to our Blog!

We have a no-spam guarantee, keep your data private, and never share it with any third parties.