Small businesses may find themselves asking, “what does CX mean?” One answer, as defined by the MIT Sloan School of Management, is that CX (customer experience) “encompasses every interaction and point of contact between customers and companies.” But at AnswerNet, we know customer experience isn’t just interaction, it’s connection.
Today, we’re here to help you transform your business. By this article’s end, you’ll understand that a revolutionary customer experience relies on just three touchpoints: IQ (traditional intelligence), EQ (emotional intelligence) and CQ (cultural intelligence).
Use IQ to Master Your Market
IQ can be gained from market research that empowers business strategy with precise data analytics. Customers can feel when businesses are in touch with top-of-the-line market strategy: according to a 2023 study in the Journal of Service Research, customers’ perceptions of a firm’s innovation are significant predictors of future stock returns.
But despite the benefits, the 2023 Deloitte CMO Survey reveals that 65% of industry leaders can improve on using data insights across channels. To better use digital intelligence, businesses need to understand EQ.
Complement Tech with a Human Touch
Too often, digital IQ failings are linked to emotionally unintelligent communication. Research conducted by the Columbia Business School found that 75% of businesses trying to integrate AI technology fail to accomplish organizational change. The same research reveals that only 61% of those leaders actually explain the benefits of digital change and only 45% communicate one-on-one with employees.
As technology develops, so too develops our need for people who can comfort, communicate and make us feel heard. CX meaning is found by building deeper human connections and leveraging powerful technological tools to bolster our shared humanity.
Build a Culture of Communication
As we foster EQ on an individual level, it blossoms into business cultural intelligence. Here, too, we struggle: a 2023 global research report by Harvard Business Publishing revealed that while 78% of senior leaders felt strongly that empathy is important in their roles, only 47% of that same group said their organizational culture emphasizes it.
CX meaning can be found in intelligent, empathetic and informed company culture. At AnswerNet, we foster CX by treating every phone call, live chat and email as an opportunity to deepen connection.
AnswerNet Defines CX Meaning
Today, we examined IQ, EQ and CQ and realized that each idea contributes to CX in a collective manner. From 24/7 answering to multilingual service and customer retention expertise, AnswerNet defines CX meaning by putting people first.
Now that you’re no longer asking “what does CX mean,” let’s talk about how your business can move toward transformation. Click here to put your newfound CX meaning at the center of your strategy.
