Rethinking Measurement and Customer Experience at Alinta
In the ever-evolving world of customer experience (CX), measurement is a crucial aspect that requires constant reevaluation and innovation. Many organizations, like Alinta, are rethinking their approach to measurement, moving beyond traditional metrics like Net Promoter Score (NPS) to more nuanced indicators like customer effort and satisfaction.
Alinta’s board recognizes the limitations of NPS and has shifted towards a more real-time approach to gauging customer satisfaction. By incorporating customer feedback into their voice of customer surveys and focusing on first contact resolution, Alinta is striving to create a more holistic view of the customer journey.
One key aspect of this measurement rethink is the move towards personalized digital journeys. Alinta aims to replicate the experience of a top-notch human contact center agent in their digital interactions, creating step-by-step, tailored experiences for customers. This focus on personalization has already garnered recognition, with Alinta winning an award for their online checkout process.
As industry data from Forrester and CBSA indicates a stagnation in CX quality across many sectors, Alinta is committed to staying ahead of the curve by continuously optimizing their digital experiences. Through A/B testing, feedback analysis, and strategic planning, Alinta is working towards differentiation in a crowded market.
Looking ahead, Alinta has ambitious plans to launch a consumer-facing mobile app and scale up their web messaging capabilities. By leveraging AI and new technologies from Genesys Cloud CX, Alinta aims to streamline their customer interactions and provide a seamless experience across all channels.
Ultimately, the key takeaway from Alinta’s measurement rethink is the importance of staying agile and responsive to customer needs. By listening to feedback, embracing innovation, and prioritizing personalized experiences, Alinta is setting the stage for continued success in the competitive world of CX.
