In KMWorld’s recently released ECM Best Practices report, Systemware’s Director of Solutions Delivery, Sean Furrh, outlined 5 Essentials for a Modern Content Services Platform to manage your organization’s valuable information assets. In our previous blogs from this series, we covered: A Robust User Experience, Deployment Flexibility, A Quick and Easy Migration Path, and Mitigating Risks by Satisfying Current and Future Compliance Requirements. In this, the last of the five essentials, we will take a deep dive into the all-important Customer Experience.
“Customer experience is the new marketing battlefront” Chris Pemberton-Gartner
Customer Experience (CX) is a term that encompasses all aspects of a customer’s relationship and interaction with your brand from start to finish. A great product or service is just not enough. Customer experience is just that–the customer’s experience. The experience itself is not something a company can “manage,” the experience belongs to the customer. Companies may adopt a process-based approach to management, but in the end, the customer defines the experience. While customer service and support are all pieces of the big Customer Experience puzzle, the systems and services are, at their center, focused on the customer. It only takes one bad experience for a great partnership to abruptly end. A recent poll found that 54% of American consumers believe most companies need to improve their customer experiences. So what is the secret sauce to CX?
The “Customer-Obsessed” Culture
Organizations must be “customer-obsessed” putting the customer at the heart of all that they do including strategy, products, execution, brand value, touchpoints, input and feedback, services, and all experiences surrounding these essential moving parts within the organization. As more and more data comes in, more and more attention must be paid as to how to manage the data to deliver the experiences customers expect. And customers expect a lot and those expectations grow as technology improves. Technology and processes are important and while the tech may drive the fundamental shifts in the market, it is the customer who defines the experience. Today’s customers expect always on, performance-based, integrated solutions, that deliver anytime, anywhere, on any device.
Delivering Excellent CX with the Cloud
Customers want to feel confident with the time and money they have invested in your business—and that is reflected in every single interaction you have with them, including digitally. To deliver the very best customer experience, your business needs modern, compliant systems that are both reliable and fast—and that requires digital transformation. Information is a valuable asset, and it needs a safe and secure place to be managed and useful for your organization. Content services in the cloud can be that safe place. Cloud-driven content services solutions enable a more flexible way to manage content and can help your organization efficiently deliver differentiated products and services, simplify manual processes with workflows and automation, and provide an enhanced customer experience.
Systemware Content Cloud
Content Cloud enables users to find and extract information anywhere, anytime and from any stored location, connecting legacy and distributed information across your organization, and delivering a personalized user experience from behind a robust and flexible interface. The management of activity for these systems was built around a solid commitment to keeping it simple. Content Cloud deploys seamlessly in external cloud platforms such as AWS, Microsoft Azure, IBM Cloud, Google Cloud, and more – and delivers optimized performance in public, private, or hybrid cloud environments, as well as a fully hosted SaaS offering.
For a free demo or more information about Content Cloud, visit us at www.systemware.com or contact us to speak with a content services expert at 844.343.0200. Want to connect? Follow us on Social Media (LinkedIn, Facebook, Instagram, YouTube, and Twitter) to keep up with all the latest news and product offerings.
Systemware has been a pioneer in enterprise content management for nearly 40 years, helping organizations capture content from a variety of business systems, find it wherever it is stored, and deliver it in the context needed for each business line. Our content services platform, Content Cloud, helps organizations modernize their content management, connect with a range of repositories and systems, automate their processes, personalize their experience, and enable their content for business intelligence. Systemware is committed to ensuring organizations meet information governance requirements in a manner that optimizes cost and complexity while providing a tailored experience for users.