3 Steps to Customer-Centric Service

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Champions are 2.1x more likely than Starter organizations to accelerate key CX initiatives.
While outstanding high-tech products have a big impact on the performance of champion organizations, they must also adopt a customer-centric service strategy to stay ahead of the competition. ESG research shows that champions’ customer service is clearly different. Read on to learn more and see where you stand and what your company is doing.


To compete with the most mature CX organizations, you need to focus on these areas:

Continuously evolve your CX to meet your afghanistan phone number list customers’ needs

According to ESG research, 75% of respondents expect messaging channels like chat and social media to become more popular in the future, up from 58% today. You need to put your plan into action to reach your customers where they are, whether it’s through email, WhatsApp or messaging.
Give your advisors the tools they need to succeed.

Agents are often the closest point of contact for customers. You need to treat them well and build a strong technology stack that can leverage customer data, including systems like Salesforce and Klaviyo. Improving the work environment in this way will reduce agent fatigue, which will benefit your customers.
Be prepared to adapt immediately to changes and circumstances.