{"id":1816,"date":"2022-06-06T07:27:36","date_gmt":"2022-06-06T07:27:36","guid":{"rendered":"https:\/\/igtsolutions.azurewebsites.net\/blog\/?p=1816"},"modified":"2022-06-06T07:27:36","modified_gmt":"2022-06-06T07:27:36","slug":"digital-customer-experience-assurance","status":"publish","type":"post","link":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/","title":{"rendered":"Digital Customer Experience Assurance"},"content":{"rendered":"<p><strong>What is Customer Experience (CX), and why is it important?<\/strong><\/p>\n<p>Gartner defines Customer Experience (CX) as<strong> \u201c<\/strong><strong><em>the customer\u2019s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier\u2019s employees, systems, channels or products.\u201d<\/em><\/strong><\/p>\n<p>Acquiring new customers is essential, but at the same time, organizations should prioritize improving their existing customer base by providing them with excellent <a href=\"https:\/\/www.igtsolutions.com\/\">customer experiences<\/a>, leading to higher revenue and profitability.<\/p>\n<p><strong>Need for Comprehensive Customer Experience Assurance Platform <\/strong><\/p>\n<p><a href=\"https:\/\/www.igtsolutions.com\/services\/digital-engineering\/quality-engineering-and-assurance\/\">Customer Experience Assurance<\/a> is a platform to provide correct feedback to the stakeholders on customer experience (CX) areas at various product lifecycle stages, enabling teams to make informed decisions on CX and continuously improve it.<\/p>\n<p>Several organizations already have done or are in the process of creating a Customer Experience Assurance service as a standalone unit or as part of their customer experience team. This is helping them enable end-to-end <a href=\"https:\/\/www.igtsolutions.com\/services\/automation\/\">automated customer experience<\/a> monitoring and assurance for various processes.<\/p>\n<p>CX assurance platform is a catalyst to provide deep insights into the customer experience with the help of quantitative and qualitative analysis based upon real-time data on customer behaviour. A typical CX assurance platform will consist of an ecosystem of assurance on areas such as usability, accessibility, availability, performance, compatibility, and service assurance.<\/p>\n<p><strong>Challenges in measuring Customer Experience<\/strong><\/p>\n<p>Many organizations have their own CX measurement, and improvement initiatives are being implemented in siloes without interfacing with different departments or validating back with their end customers, causing low ROI on CX efforts. There is also an empathy vacuum for customers, leading to higher customer churn.<\/p>\n<p><strong>Solution approach for Digital CX Assurance Challenges:<\/strong><\/p>\n<p><a href=\"\/wp-content\/uploads\/2022\/06\/blog-img.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1831 size-full\" src=\"\/wp-content\/uploads\/2022\/06\/blog-img.jpg\" alt=\"\" width=\"834\" height=\"275\"><\/a><\/p>\n<p><strong>Understanding Your Customers: <\/strong>It is important to understand your customer to fine-tune your <a href=\"https:\/\/www.igtsolutions.com\/thought-leadership\/cex-3-a\/\">customer experience strategy<\/a>.<\/p>\n<p>Gartner provides the below framework to Understand Your Customers Better.<\/p>\n<p><a href=\"\/wp-content\/uploads\/2022\/06\/Framework.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1819 size-full\" src=\"\/wp-content\/uploads\/2022\/06\/Framework.png\" alt=\"\" width=\"902\" height=\"528\"><\/a><strong>Identify Digital Customer Experience KPIs:&nbsp;<\/strong>To enhance customer experience specific to the company\u2019s product, we have to first identify and measure KPIs and then work to improve CX.<\/p>\n<p>In one of the surveys, the top KPIs being tracked for measuring customer experience are depicted below:<\/p>\n<ul>\n<li>Customer satisfaction score<\/li>\n<li>Product or service quality metrics<\/li>\n<li>Employee engagement<\/li>\n<li>On-time delivery<\/li>\n<li>Repeat order<\/li>\n<li>Returns rates<\/li>\n<li>Customer efforts score<\/li>\n<li>First call resolution rate<\/li>\n<li>Willing to be a reference customer<\/li>\n<li>Churn rates<\/li>\n<\/ul>\n<p>Each organization can have customizations as per its maturity, resources and long-term business goals.<\/p>\n<p><strong>Digital CX Dashboard:&nbsp;<\/strong>Gartner recommends the below framework for the CX metrics dashboard.<\/p>\n<p><a href=\"\/wp-content\/uploads\/2022\/06\/Digital-CX-Dashboard.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1820 size-full\" src=\"\/wp-content\/uploads\/2022\/06\/Digital-CX-Dashboard.png\" alt=\"\" width=\"945\" height=\"446\"><\/a><\/p>\n<p><strong>Enhancing Customer Experience for Higher Revenue and Profitability:&nbsp;<\/strong>There are four primary categories of customers\u2019 salient experiences, namely:<\/p>\n<ul>\n<li><strong>Interaction Experience<\/strong> \u2013These are the evaluations customer makes based on their interaction with an organization.<\/li>\n<li><strong>Product Experience<\/strong> \u2013 Customer Experiences post product\/services usage.<\/li>\n<li><strong>Brand Perception<\/strong> \u2013 Customer\u2019s perception towards a brand and how the brand is delivering value to them.<\/li>\n<li><strong>Price<\/strong> \u2013 Customer\u2019s view on the value received in the price paid to the product<\/li>\n<\/ul>\n<p>Though all these four areas are important to provide a great customer experience, Continued improvements in the product experience are rewarded with greater loyalty.<\/p>\n<p>Every organization must continuously work to improve customer experience on all the factors described above to retain the existing customer, increase customer loyalty and stay ahead of the competition.<\/p>\n<p><strong>Benefits of Customer Experience Assurance solution<\/strong><\/p>\n<p>The <a href=\"https:\/\/www.igtsolutions.com\/services\/digital-engineering\/\">CX assurance platform<\/a> has helped organizations keep a tab on CX metrics and fine-tune their strategies to improve customer experience. The following areas have been found to improve with meticulously designed customer experience assurance solutions:<\/p>\n<ul>\n<li>Real-time insights on CX metrics<\/li>\n<li>Improvement in customer lifetime value<\/li>\n<li>Journey mapping and orchestration<\/li>\n<li>Higher customer loyalty<\/li>\n<li>Greater operational efficiencies and higher profitability<\/li>\n<\/ul>\n<p><strong>Conclusion<\/strong><\/p>\n<p>IGT Solutions is well placed to deliver a customer experience assurance platform to enable organizations on providing hyper-personalization, sentiment analysis, and trends in CX changes coupled with real-time intelligent <a href=\"https:\/\/www.igtsolutions.com\/services\/analytics\/\">data analytics.<\/a><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Author:<\/strong><\/p>\n<p>Yatender has 20+ y<a href=\"https:\/\/www.igtsolutions.com\/blog\/wp-content\/uploads\/2021\/12\/myphoto-Copy-1.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-1688\" src=\"https:\/\/www.igtsolutions.com\/blog\/wp-content\/uploads\/2021\/12\/myphoto-Copy-1-300x290.jpg\" sizes=\"auto, (max-width: 156px) 100vw, 156px\" srcset=\"https:\/\/www.igtsolutions.com\/blog\/wp-content\/uploads\/2021\/12\/myphoto-Copy-1-300x290.jpg 300w, https:\/\/www.igtsolutions.com\/blog\/wp-content\/uploads\/2021\/12\/myphoto-Copy-1-100x97.jpg 100w, https:\/\/www.igtsolutions.com\/blog\/wp-content\/uploads\/2021\/12\/myphoto-Copy-1-40x40.jpg 40w, https:\/\/www.igtsolutions.com\/blog\/wp-content\/uploads\/2021\/12\/myphoto-Copy-1.jpg 383w\" alt=\"\" width=\"156\" height=\"151\"><\/a>ears of experience in software test engineering. As the head of Testing Practice at IGT Solutions, Yatender is actively involved in innovations related to test engineering covering new tools, technologies, and solutions, and enabling IGT\u2019s clients to achieve faster time to market quality improvement, and optimization of developer efforts in overall SDLC. A result-oriented leader, proficient in delivering high customer value and achieving excellence in service delivery management with proven skills in consulting and managing large and complex test programs.&nbsp;When away from work, he enjoys reading on a variety of topics and spending time with kids.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What is Customer Experience (CX), and why is it important? Gartner defines Customer Experience (CX) as \u201cthe customer\u2019s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier\u2019s employees, systems, channels or products.\u201d Acquiring new customers is essential, but at the same time, organizations should prioritize improving their existing customer base by providing them &#8230; <\/p>\n<div><a href=\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/\" class=\"more-link\">Read More<\/a><\/div>\n","protected":false},"author":29,"featured_media":156419,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[216],"tags":[270,193,271,272,273,179],"industry":[],"service":[],"insights":[],"class_list":["post-1816","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-information-technology","tag-automated-customer-experience","tag-customer-experience","tag-customer-experience-assurance","tag-customer-experience-strategy","tag-cx-assurance-platform","tag-data-analytics"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Digital Customer Experience Assurance - IGT Solutions<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Digital Customer Experience Assurance - IGT Solutions\" \/>\n<meta property=\"og:description\" content=\"What is Customer Experience (CX), and why is it important? Gartner defines Customer Experience (CX) as \u201cthe customer\u2019s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier\u2019s employees, systems, channels or products.\u201d Acquiring new customers is essential, but at the same time, organizations should prioritize improving their existing customer base by providing them ... Read More\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/\" \/>\n<meta property=\"og:site_name\" content=\"IGT Solutions\" \/>\n<meta property=\"article:published_time\" content=\"2022-06-06T07:27:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.igtsolutions.com\/wp-content\/uploads\/2022\/06\/CX.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"834\" \/>\n\t<meta property=\"og:image:height\" content=\"228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"amit maurya\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"amit maurya\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/\",\"url\":\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/\",\"name\":\"Digital Customer Experience Assurance - IGT Solutions\",\"isPartOf\":{\"@id\":\"https:\/\/igtsolutions.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#primaryimage\"},\"thumbnailUrl\":\"\/wp-content\/uploads\/2022\/06\/CX.jpg\",\"datePublished\":\"2022-06-06T07:27:36+00:00\",\"author\":{\"@id\":\"https:\/\/igtsolutions.com\/#\/schema\/person\/c32bbf74343013e828e2708075891628\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#primaryimage\",\"url\":\"\/wp-content\/uploads\/2022\/06\/CX.jpg\",\"contentUrl\":\"\/wp-content\/uploads\/2022\/06\/CX.jpg\",\"width\":834,\"height\":228},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.igtsolutions.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Digital Customer Experience Assurance\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/igtsolutions.com\/#website\",\"url\":\"https:\/\/igtsolutions.com\/\",\"name\":\"IGT Solutions\",\"description\":\"Technology &amp; BPM Services to the Travel Industry\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/igtsolutions.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/igtsolutions.com\/#\/schema\/person\/c32bbf74343013e828e2708075891628\",\"name\":\"amit maurya\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/igtsolutions.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/9c80dfe15dfff2379f4c7b1e2a62e6a5c8859fd9402409f4a50a1288002ad595?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/9c80dfe15dfff2379f4c7b1e2a62e6a5c8859fd9402409f4a50a1288002ad595?s=96&d=mm&r=g\",\"caption\":\"amit maurya\"},\"url\":\"https:\/\/www.igtsolutions.com\/author\/amit-1\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Digital Customer Experience Assurance - IGT Solutions","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/","og_locale":"en_US","og_type":"article","og_title":"Digital Customer Experience Assurance - IGT Solutions","og_description":"What is Customer Experience (CX), and why is it important? Gartner defines Customer Experience (CX) as \u201cthe customer\u2019s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier\u2019s employees, systems, channels or products.\u201d Acquiring new customers is essential, but at the same time, organizations should prioritize improving their existing customer base by providing them ... Read More","og_url":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/","og_site_name":"IGT Solutions","article_published_time":"2022-06-06T07:27:36+00:00","og_image":[{"width":834,"height":228,"url":"https:\/\/www.igtsolutions.com\/wp-content\/uploads\/2022\/06\/CX.jpg","type":"image\/jpeg"}],"author":"amit maurya","twitter_card":"summary_large_image","twitter_misc":{"Written by":"amit maurya","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/","url":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/","name":"Digital Customer Experience Assurance - IGT Solutions","isPartOf":{"@id":"https:\/\/igtsolutions.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#primaryimage"},"image":{"@id":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#primaryimage"},"thumbnailUrl":"\/wp-content\/uploads\/2022\/06\/CX.jpg","datePublished":"2022-06-06T07:27:36+00:00","author":{"@id":"https:\/\/igtsolutions.com\/#\/schema\/person\/c32bbf74343013e828e2708075891628"},"breadcrumb":{"@id":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#primaryimage","url":"\/wp-content\/uploads\/2022\/06\/CX.jpg","contentUrl":"\/wp-content\/uploads\/2022\/06\/CX.jpg","width":834,"height":228},{"@type":"BreadcrumbList","@id":"https:\/\/www.igtsolutions.com\/information-technology\/digital-customer-experience-assurance\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.igtsolutions.com\/"},{"@type":"ListItem","position":2,"name":"Digital Customer Experience Assurance"}]},{"@type":"WebSite","@id":"https:\/\/igtsolutions.com\/#website","url":"https:\/\/igtsolutions.com\/","name":"IGT Solutions","description":"Technology &amp; BPM Services to the Travel Industry","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/igtsolutions.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/igtsolutions.com\/#\/schema\/person\/c32bbf74343013e828e2708075891628","name":"amit maurya","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/igtsolutions.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/9c80dfe15dfff2379f4c7b1e2a62e6a5c8859fd9402409f4a50a1288002ad595?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/9c80dfe15dfff2379f4c7b1e2a62e6a5c8859fd9402409f4a50a1288002ad595?s=96&d=mm&r=g","caption":"amit maurya"},"url":"https:\/\/www.igtsolutions.com\/author\/amit-1\/"}]}},"_links":{"self":[{"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/posts\/1816","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/comments?post=1816"}],"version-history":[{"count":0,"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/posts\/1816\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/media\/156419"}],"wp:attachment":[{"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/media?parent=1816"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/categories?post=1816"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/tags?post=1816"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/industry?post=1816"},{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/service?post=1816"},{"taxonomy":"insights","embeddable":true,"href":"https:\/\/www.igtsolutions.com\/wp-json\/wp\/v2\/insights?post=1816"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}