Hi
Pim
,
Thank you for filling in the technology and customer experience model. The summary of the outcome of your questions are visible on this page. You can easily see your score in the radar graph. The sentences connected to your scoring are written as a suggestion how your customer would perceive it.
Based on the outcome of the model and the information you provided we’ll contact you to discuss the challenge you want to solve and make a specific connection with technology available to improve your CX.
Scoring Scale:
0-2 Bad
3-5 Below expectations
6-7 Average
8-10 Good to Excellent
Based on the outcome of the model and the information you provided we’ll contact you to discuss the challenge you want to solve and make a specific connection with technology available to improve your CX.
Scoring Scale:
0-2 Bad
3-5 Below expectations
6-7 Average
8-10 Good to Excellent
Your business ambition with CX
Hoi Pim
Easy
27
Personalised
27
Connected
27
Fast
27
Easy
Total
Bad: Navigating the service was highly confusing, with unclear instructions and a vast amount of obstacles impeding a straightforward experience.
Suggestions to improve · Implement a user-friendly CRM system like Salesforce that streamlines customer interactions. Utilise Salesforce's Agentforce to deploy AI agents capable of handling routine inquiries, reducing friction in customer service processes. Integrate Data Cloud to unify customer data, providing a seamless experience across touchpoints. AI can analyse user behaviour to identify pain points and suggest interface improvements. Gen25 can assist in customising and implementing these solutions to fit your specific business needs.
Suggestions to improve · Implement a user-friendly CRM system like Salesforce that streamlines customer interactions. Utilise Salesforce's Agentforce to deploy AI agents capable of handling routine inquiries, reducing friction in customer service processes. Integrate Data Cloud to unify customer data, providing a seamless experience across touchpoints. AI can analyse user behaviour to identify pain points and suggest interface improvements. Gen25 can assist in customising and implementing these solutions to fit your specific business needs.
Below expectations: The process was somewhat intuitive, but I still encountered several points of uncertainty and had to seek external guidance.
Suggestions to improve · Enhance your CRM with AI-driven chatbots to assist customers in real-time. Leverage Salesforce's AI app development tools to create intuitive interfaces that anticipate customer needs. AI can monitor customer interactions to detect recurring issues and recommend proactive solutions. Gen25 offers expertise in integrating these technologies to improve user experience.
Suggestions to improve · Enhance your CRM with AI-driven chatbots to assist customers in real-time. Leverage Salesforce's AI app development tools to create intuitive interfaces that anticipate customer needs. AI can monitor customer interactions to detect recurring issues and recommend proactive solutions. Gen25 offers expertise in integrating these technologies to improve user experience.
Average: The experience was fairly straightforward with a few hiccups, but I managed to get through with minimal effort.
Suggestions to improve · Adopt generative AI to personalise customer interactions, making them more engaging. Utilise Salesforce's Data Cloud to gain insights into customer preferences and tailor experiences accordingly. AI can segment customers based on behaviour, allowing for targeted communication strategies. Gen25 can guide you in leveraging these tools to enhance customer engagement.
Suggestions to improve · Adopt generative AI to personalise customer interactions, making them more engaging. Utilise Salesforce's Data Cloud to gain insights into customer preferences and tailor experiences accordingly. AI can segment customers based on behaviour, allowing for targeted communication strategies. Gen25 can guide you in leveraging these tools to enhance customer engagement.
Good to Excellent: The customer journey was seamlessly intuitive, with every step clearly laid out, making the entire process effortlessly easy.
Suggestions to maintain and further Enhance · Continue to innovate by integrating advanced AI capabilities to anticipate customer needs before they arise. Implement Salesforce's Agentforce to automate complex tasks, freeing up human agents for higher-value interactions. AI can predict customer inquiries and prepare responses in advance, enhancing efficiency. Gen25 can support the continuous improvement of your systems to maintain high standards.
Suggestions to maintain and further Enhance · Continue to innovate by integrating advanced AI capabilities to anticipate customer needs before they arise. Implement Salesforce's Agentforce to automate complex tasks, freeing up human agents for higher-value interactions. AI can predict customer inquiries and prepare responses in advance, enhancing efficiency. Gen25 can support the continuous improvement of your systems to maintain high standards.
Fast
Total
Bad: The customer service was frustratingly slow, with numerous setbacks and little regard for my time.
Suggestions to improve · Implement AI-driven automation to expedite response times. Salesforce's Agentforce can handle routine tasks swiftly, reducing wait times. Integrate Data Cloud to ensure real-time data access, enabling prompt decision-making. AI can prioritise customer inquiries based on urgency, ensuring timely responses. Gen25 can assist in deploying these technologies to enhance operational efficiency.
Suggestions to improve · Implement AI-driven automation to expedite response times. Salesforce's Agentforce can handle routine tasks swiftly, reducing wait times. Integrate Data Cloud to ensure real-time data access, enabling prompt decision-making. AI can prioritise customer inquiries based on urgency, ensuring timely responses. Gen25 can assist in deploying these technologies to enhance operational efficiency.
Below expectations: The service was somewhat faster than before but still lacked consistency and responsiveness.
Suggestions to improve · Optimise workflows using AI to identify and eliminate bottlenecks. Leverage Salesforce's AI app development tools to create applications that streamline processes. AI can analyse process flows to recommend efficiency improvements. Gen25 offers consultancy to refine your operations for better performance.
Suggestions to improve · Optimise workflows using AI to identify and eliminate bottlenecks. Leverage Salesforce's AI app development tools to create applications that streamline processes. AI can analyse process flows to recommend efficiency improvements. Gen25 offers consultancy to refine your operations for better performance.
Average: The experience was acceptable; wait times were minimal, and most of my needs were addressed in a timely manner.
Suggestions to improve · Enhance speed by integrating AI agents that can handle multiple customer interactions simultaneously. Utilise Salesforce's Agentforce to develop these agents, ensuring they are tailored to your business processes. AI can forecast peak times and allocate resources accordingly to maintain service levels. Gen25 can help customise these solutions to align with your operational goals.
Suggestions to improve · Enhance speed by integrating AI agents that can handle multiple customer interactions simultaneously. Utilise Salesforce's Agentforce to develop these agents, ensuring they are tailored to your business processes. AI can forecast peak times and allocate resources accordingly to maintain service levels. Gen25 can help customise these solutions to align with your operational goals.
Good to Excellent: The customer service was exceptionally swift, anticipating my needs and delivering solutions with unparalleled efficiency.
Suggestions to maintain and further Enhance · Maintain high service speeds by continuously monitoring performance metrics using AI analytics. Implement Salesforce's Data Cloud to provide real-time insights into service operations. AI can detect emerging trends that may impact service speed and suggest preemptive actions. Gen25 can support the integration of these analytics tools to sustain superior service levels.
Suggestions to maintain and further Enhance · Maintain high service speeds by continuously monitoring performance metrics using AI analytics. Implement Salesforce's Data Cloud to provide real-time insights into service operations. AI can detect emerging trends that may impact service speed and suggest preemptive actions. Gen25 can support the integration of these analytics tools to sustain superior service levels.
Personalised
Total
Bad: The service felt generic and lacked any consideration of my preferences or history, making me feel like just another number.
Suggestions to improve · Initiate the use of Salesforce's basic Sales Cloud, Marketing Cloud or Service Cloud CRM features to start collecting and organising customer data, ensuring that at the very least, customers are addressed by name and their basic preferences are noted for future interactions. Utilise AI to analyse customer data and tailor interactions accordingly. Salesforce's Data Cloud can consolidate customer information, enabling personalised experiences. AI can recommend products or services based on individual customer preferences. Gen25 can assist in setting up these systems to enhance personalisation.
Suggestions to improve · Initiate the use of Salesforce's basic Sales Cloud, Marketing Cloud or Service Cloud CRM features to start collecting and organising customer data, ensuring that at the very least, customers are addressed by name and their basic preferences are noted for future interactions. Utilise AI to analyse customer data and tailor interactions accordingly. Salesforce's Data Cloud can consolidate customer information, enabling personalised experiences. AI can recommend products or services based on individual customer preferences. Gen25 can assist in setting up these systems to enhance personalisation.
Below expectations: While there were occasional attempts to cater to my preferences, the overall experience still felt somewhat general and not tailored specifically to me.
Suggestions to improve · Implement AI-driven segmentation to better understand customer needs. Use Salesforce's AI app development tools to create personalised marketing campaigns. AI can identify customer segments with similar behaviours, allowing for targeted messaging. Gen25 offers expertise in developing these personalised strategies.
Suggestions to improve · Implement AI-driven segmentation to better understand customer needs. Use Salesforce's AI app development tools to create personalised marketing campaigns. AI can identify customer segments with similar behaviours, allowing for targeted messaging. Gen25 offers expertise in developing these personalised strategies.
Average: Most of my preferences were acknowledged, and the service adapted in a few areas to my past interactions, providing a touch of personalisation.
Suggestions to improve · Enhance personalisation by integrating AI agents that adapt interactions based on real-time customer data. Leverage Salesforce's Agentforce to develop these adaptive agents. AI can adjust communication styles to match individual customer preferences, improving engagement. Gen25 can guide the implementation of these advanced personalisation techniques.
Suggestions to improve · Enhance personalisation by integrating AI agents that adapt interactions based on real-time customer data. Leverage Salesforce's Agentforce to develop these adaptive agents. AI can adjust communication styles to match individual customer preferences, improving engagement. Gen25 can guide the implementation of these advanced personalisation techniques.
Good to Excellent: Every aspect of the experience was meticulously tailored to my preferences, history, and needs, making me feel truly valued and understood as an individual.
Suggestions to maintain and further Enhance · Leverage the full power of Salesforce's integration capabilities with Salesforce Data Cloud. Integrate the platform with other tools like marketing automation, customer support, and even external data sources. Continue to refine personalisation by utilising predictive AI models to anticipate customer needs. Use Salesforce's Data Cloud to support these predictive analytics. AI can forecast future customer behaviours, allowing for proactive engagement strategies. Gen25 can support the development of these predictive models to maintain high personalisation standards.
Suggestions to maintain and further Enhance · Leverage the full power of Salesforce's integration capabilities with Salesforce Data Cloud. Integrate the platform with other tools like marketing automation, customer support, and even external data sources. Continue to refine personalisation by utilising predictive AI models to anticipate customer needs. Use Salesforce's Data Cloud to support these predictive analytics. AI can forecast future customer behaviours, allowing for proactive engagement strategies. Gen25 can support the development of these predictive models to maintain high personalisation standards.
Connected
Total
Bad: The experience felt disjointed and impersonal, with no continuity between touchpoints or understanding of my previous interactions.
Suggestions to improve · Begin with Salesforce's foundational CRM features to unify customer data. A centralised profile ensures that every department, from sales to service, has access to the same customer history and interactions, reducing repetition and ensuring continuity. Salesforce's Data Cloud can integrate data from various sources, providing a cohesive view of the customer journey. AI can synchronise information across channels, ensuring consistency. Gen25 can assist in integrating these systems to improve connectivity.
Suggestions to improve · Begin with Salesforce's foundational CRM features to unify customer data. A centralised profile ensures that every department, from sales to service, has access to the same customer history and interactions, reducing repetition and ensuring continuity. Salesforce's Data Cloud can integrate data from various sources, providing a cohesive view of the customer journey. AI can synchronise information across channels, ensuring consistency. Gen25 can assist in integrating these systems to improve connectivity.
Below expectations: There were sporadic moments of recognition, but the overall journey lacked a cohesive connection and often felt fragmented.
Suggestions to improve · Enhance connectivity by deploying AI to ensure seamless transitions between touchpoints. Use Salesforce's Agentforce to enable AI-driven customer handoffs, so customers don’t have to repeat information. Data Cloud can unify data, allowing every agent to have up-to-date information on each customer. AI can help monitor multi-channel interactions to detect and bridge communication gaps, ensuring a cohesive experience. Gen25 offers expertise in streamlining these processes to create a consistent, connected experience for customers.
Suggestions to improve · Enhance connectivity by deploying AI to ensure seamless transitions between touchpoints. Use Salesforce's Agentforce to enable AI-driven customer handoffs, so customers don’t have to repeat information. Data Cloud can unify data, allowing every agent to have up-to-date information on each customer. AI can help monitor multi-channel interactions to detect and bridge communication gaps, ensuring a cohesive experience. Gen25 offers expertise in streamlining these processes to create a consistent, connected experience for customers.
Average: The experience provided some level of integration, recognising my preferences and history in a few key areas, yet missing out on others.
Suggestions to improve · Improve connectivity by implementing AI-powered customer profiles that update in real-time across channels. Utilise Salesforce's Data Cloud to create a comprehensive view of the customer journey, supporting each interaction with accurate insights. AI can analyse engagement patterns to optimise channel connectivity, improving response consistency. Gen25 can support your team in implementing these integrations to build a more connected customer experience.
Suggestions to improve · Improve connectivity by implementing AI-powered customer profiles that update in real-time across channels. Utilise Salesforce's Data Cloud to create a comprehensive view of the customer journey, supporting each interaction with accurate insights. AI can analyse engagement patterns to optimise channel connectivity, improving response consistency. Gen25 can support your team in implementing these integrations to build a more connected customer experience.
Good to Excellent: Every touchpoint was perfectly interconnected, demonstrating a deep understanding of my preferences, history, and needs, creating a truly personalised and unified journey.
Suggestions to maintain and further Enhance · Sustain high connectivity by incorporating AI-driven analytics that identify emerging preferences, allowing proactive engagement. Integrate Salesforce’s Agentforce to predict and address potential disconnects across channels in real-time. AI can enhance multi-channel alignment by anticipating customer needs, providing the right information at every touchpoint. Gen25 can partner with you to maintain this level of integration, ensuring every customer interaction remains cohesive and informed.
Suggestions to maintain and further Enhance · Sustain high connectivity by incorporating AI-driven analytics that identify emerging preferences, allowing proactive engagement. Integrate Salesforce’s Agentforce to predict and address potential disconnects across channels in real-time. AI can enhance multi-channel alignment by anticipating customer needs, providing the right information at every touchpoint. Gen25 can partner with you to maintain this level of integration, ensuring every customer interaction remains cohesive and informed.