Chris Benedetto, Director of Marketing, Sales Automation and Onboarding at PegaSystems, discussed the importance of delivering a top-notch customer experience with digital technologies during a Thought Leadership Spotlight Presented by PegaSystems at the 2015 Customer Care Leadership Forum: Fall Event in New York on Nov. 4. In his presentation, “What Can Music Teach Us About Delivering a Digital Customer Experience?,” Benedetto pointed out that music requires collaboration much in the same way that delivering an effective customer experience requires collaboration between employees in various departments.
According to Benedetto, organizations must work with their clients to foster innovation. And ultimately, he said, a collaborative approach to the digital customer experience can help an organization foster internal collaboration as well: “Music and customer experience, to me, is about people coming together across different departments to share data and ideas. There are varying levels of performance of the different people that you’ll see probably in your own customer teams, just like in bands there are varying levels of performance.”
In addition, Benedetto noted that hiring employees who possess the right skills and competencies to support customers through digital technologies is essential for organizations of all sizes. He also said the combination of collaboration between an organization, its employees and its customers and optimizing the use of digital technologies can help an organization improve its interactions: “What is your vision for customer experience? Is it a waltz? Is it a rap song? Is it a rock song? Is it jazz? Is it something else? You have to have a concept. You have to write it down. You have to arrange as well who’s going to play what parts.”
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