[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2022\/03\/10\/agile-cx\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2022\/03\/10\/agile-cx\/","headline":"Agile CX: The holy grail of customer experience","name":"Agile CX: The holy grail of customer experience","description":"With agile CX, brands can readily adapt to keep customers happy and grow business. Learn best practices for achieving CX agility.","datePublished":"2022-03-10","dateModified":"2022-04-29","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/jack-dyson\/#Person","name":"Jack Dyson","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/jack-dyson\/","image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/8bd1139ac88b729c558b3a684ac35c8c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/8bd1139ac88b729c558b3a684ac35c8c?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Customer Engagement and Experience","logo":{"@type":"ImageObject","@id":"http:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/03\/logo-fcee-schema-app.png","url":"http:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/03\/logo-fcee-schema-app.png","width":278,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2022\/03\/FCEE_CX_Agility_1200x375.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2022\/03\/FCEE_CX_Agility_1200x375.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2022\/03\/10\/agile-cx\/","about":["CDP: Customer Data Platform","Commerce","Customer Engagement","Customer Experience","Customer Experience","Customer Experience","Customer Journey","Customer Service","E-Commerce","Employee Experience & Engagement","Omnichannel","Omnichannel Commerce"],"wordCount":854,"keywords":["Customer Experience | CX","Customer Service","Personalization"],"articleBody":"We\u2019re inundated with motivational tropes, quotes, and messaging about customers. We constantly hear about how fragile our relationships with them are, how great customer service should “just work,” and how the customer is always right.While none of these things are wrong, they can lead to an unhealthy dynamic.All those factors can make it hard for brands to be confident in their CX. Because a great customer experience \u2013 so critical to happy, loyal customers \u2013 is also a constantly moving and shifting target.So what are business leaders doing to adapt? Agile CX.      CX agility: Definition, stats, examples of agile enterprise adaptation                Learn about CX agility, the benefits for brands that deliver agile customer experience, and examples of brands that have moved fast to meet customer needs.      Agile CX: Adapting on the flyHow we manage the customer experience comes down to perspective. Aside from our own biases, the lens we look through belongs to the business. It\u2019s the company, after all, that creates the framework for the customer journey.With that comes other truths. Businesses must adapt and transform to keep up with their customers because, when you distill it right down, the customer\u2019s experience is indivisible from revenue growth. We know what the goal is, and has always been.With CX agility, businesses can not only keep up, but but stay ahead and smooth the ground for their customers. It’s\u00a0the key to delivering effortless experiences without falling behind, says a report from Aberdeen Strategy and Research.Against the background of constantly monitoring changes in market conditions and demand, businesses that implement agile CX are those that transform, innovate, improve, and adapt their customer engagement in order to understand and act on growth opportunities.Aberdeen's 5 building blocks to maximize success in an agile CX programUse root-cause analysis to determine factors influencing customer behavior & sentiment Establish KPIs to track & measure CX activities Proactively engage customers through outbound communications (e.g., notifications, alerts) Create models of customer buying behavior processes to map \u201ccustomer journey\u201d Use AI and automation to manage & adjust CX activities through dataCX agility: Benefits and strategiesAdaptability is an incredibly powerful tool to wield in business. According to Aberdeen, agile CX organizations enjoy 2.2x greater annual increase in customer satisfaction rates and achieve 80% greater year-on-year increase in profit margins than their traditional CX-led counterparts.Whether you’re looking at commerce performance, connected data, or marketing engagement, the benefits of agile CX are remarkable. But what does an organization need to do to achieve them?Here are three strategies to consider:Know thyself (and thy customer)Keep it personalAdapt, collaborate, and transform      How customer data management can unlock growth and power revenue                When you go beyond identity and descriptive data, and get into more qualitative or attitudinal data, you can learn a lot about what\u2019s important to your customers. Good customer data management lets you do just that.      Personalization, done rightYou need to be able to build a connected, holistic view of your customer to really know them. That means offering employees across different departments access to different views of account data.By using customer data platforms to connect with a blend of internal and external sources, you can spot prime touchpoints, as well as analyze the data for factors that influence behavior and sentiment.Here’s where accuracy \u2013 which is foundational for CX agility \u2013 comes into play. It allows consistent personalization, which reduces the customer frustration that leads to churn.Analysis is only one part of it. Agile CX organizations are proactive in their engagement with data, using everything from online surveys to IRL conversations with agents to build a truly customer-oriented customer. That data is integrated within their CRM system and informs their strategic decision-making process.      2022 commerce trends show CX needs a reboot                2022 commerce and e-commerce trends revolve around tech stacks, customer data, customer service, supply and demand, and overall CX.      Making connections, staying human: Agile CXAgile CX is all about adjustment. Technology only takes you so far. Businesses that succeed in rapidly evolving markets will have strong and successful customer relationships, and a boardroom culture that values end-to-end adaptability and insight-led decisions.That\u2019s what enables collaboration across departments. A connected view of customer data allows teams across sales, service, and marketing to address buyer needs and expectations accurately and consistently.If these seem like a simple, logical flow for doing good business, well, you\u2019re pretty much on the money. But major transformation starts by recognizing that you need to be proactive with your approach to and use of KPIs and their underlying data — with inputs from across the supply and demand chain.Along with focusing on business goals, you\u2019ll be able to engage with transparency and take care of the relationship in a more human way, notifying customers with alerts before issues such as delays can affect their trust.This sort of sensitivity to wants and needs is exactly the standout behavior companies need to build loyalty in changing markets, whatever the weather.  Happy customers = better outcomes.Get the business agility game plan HERE.\u00a0"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2022","item":"https:\/\/www.the-future-of-commerce.com\/2022\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"03","item":"https:\/\/www.the-future-of-commerce.com\/2022\/\/03\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2022\/\/03\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Agile CX: The holy grail of customer experience","item":"https:\/\/www.the-future-of-commerce.com\/2022\/03\/10\/agile-cx\/#breadcrumbitem"}]}]