The power of co-creation in solving customer experience challenges
Customer experience has become an essential part of strategy planning for organizations across all industries. From fintech platforms to insurance providers and retailers, the customer experience determines how much trust consumers have in brands and if they will remain loyal.
Providing premium experiences should be at the heart of any communication strategy for both B2B and B2C organizations.
Our mission is to empower our customers by crafting solutions that bring ideal customer experiences to life. But to make this possible, we must understand the challenges and obstacles they face when developing the perfect journey.
If customer experience is at the heart of brands’ strategy planning, then co-creation is at the center of ours.
And the only way to co-create is by including our partners and customers in the ideation phase. And that’s why we started our flagship event called Brioni Unlocked, where some of our partners and customers joined us in Croatia for a two-day event to exchange insights, collaborate and co-create.
We wanted to learn about how we could more effectively address their challenges and complex use cases, as well as introduce new products in our pipeline that could enhance their business operations. Through workshops and roundtables, we fostered in-depth discussions between various industry leaders to work together in developing our products to fit the needs of our customers.
We learned that businesses have specific focuses to tackle each challenge they face, but there are three universal goals all businesses should hone in on for every challenge:
- Increase communication efficiency
- Improve ROI
- Reduce costs
Read on to find out what challenges global brands across industries are facing today, and how we’ve built the right solutions to solve them.
Challenge 1: Build brand trust
Crafting quality experiences helps ensure your customers can trust your brand. Sometimes, all it takes is one bad experience for customers to start looking at your competitors. Building a reputation around reliability, consistency, and efficient communication is essential to boosting the trustworthiness of your brand with end-users.
User needs
Feeling valued and getting consistent service
Obstacles
Brands focus more on products, not customers
Business focus
Businesses should focus on building brand equity
What opportunities or technology are available to tackle this challenge?
Challenge 2: Complex solutions
One of the biggest challenges facing businesses is the complexity of solutions and siloed data. Customer experience solutions are often expensive, complicated, and difficult to manage. Having disjointed data and complicated solutions makes it difficult to offer customers consistent and relevant interactions, which decreases overall communication efficiency and can end up being costly.
User needs
An easy-to-use and simple solution for convenient customer communication
Obstacles
Vendor lock-in, data stored outside the organization, and high technology debt
Business focus
Simplifying solutions and offering consistent and relevant communication
What opportunities or technology are available to tackle this challenge?
Challenge 3: Providing new and enhanced experiences to end-users
You want your brand to stand out to end-users and investing in enhanced experiences can help you get there. Customers are more likely to stay loyal to a brand that offers them consistent and engaging communication- but you also have to evolve with the times and offer something dynamic and new. If strategically deployed and executed, brands can reduce the cost of call centers, boost ROI in marketing campaigns and improve overall communication with the right customer experiences.
User needs
Advanced personalization and contextual engagement over the right channels and the right time.
Obstacles
Slow to market with a lack of understanding of tech solutions and low visibility on customer data.
Business focus
Satisfy customers with added value and relevance by utilizing expert consultancy services.
What opportunities or technology are available to tackle this challenge?
Challenge 4: Offering trustworthy and compliant communication
Keeping communication compliant and secure is an essential part of business messaging. Data security is key in ensuring businesses can run compliant messages to avoid being barred in particular regions. Smooth migration, data cleaning and updating is critical in making sure the data is relevant enough to use for enhanced customer experiences.
User needs
Secure messaging with businesses and reliable always-on availability
Obstacles
Using dated legacy systems along with inconsistent, siloed, and scattered data
Business focus
Switch providers and offer consistent and compliant communication
What opportunities or technology are available to tackle this challenge?
Building solutions with customers, for customers
Working together with our customers has allowed us to create a rich portfolio of products, solutions and channels that can bring real and impactful results to businesses. Our customers are at the center of our creation process and understanding their challenges and obstacles helps us create the right solutions for each business- no matter the industry.
Our product development is never finished, and we look forward to fostering more conversations with platforms, B2C organizations, telcos and more to evolve our solutions with emerging trends that benefit the needs of businesses and end-users.
If you are interested in being part of Infobip solution development and collaborating with other industry leaders, send us an inquiry.