Winning the CX Game with Infosys Salesforce Services : Key Strategies for Business Success

As customer expectations soar and technology evolves rapidly, businesses must find ways to stay ahead. Exceptional customer experiences are now a necessity, not a luxury. Salesforce 's State of Service report confirms that 94% of customers are more likely to return after a positive experience. It's time to redefine your customer journey.

This article dives into the challenges businesses face when striving to do so and shows how they can surmount them. We'll also explore how Infosys is helping companies navigate this exciting yet demanding landscape.

What's Changing CX?

1.      Tightening the belt - As economic uncertainty looms, companies are trying to do more with less, find ways to streamline operations and boost efficiency without sacrificing customer happiness. Achieving this balance is entirely possible with the right tools and strategies.

2.      Turning Insights into Impact – Data-driven businesses thrive. By diving deep into customer behavior, smart companies can make data-driven decisions that improve experiences, boost sales and improve operational efficiency, while achieving exception customer satisfaction. It's all about turning numbers into results that matter.

3.      AI: Your Secret Weapon for Customer Wow - Innovation isn't just an option anymore; it's a must-have. #AI is changing the game from smart chatbots offering round-the-clock support to predictive tools anticipating customer needs. It's about using technology to create personalized experiences that keep customers coming back for more.

4.      The Key to Loyalty - Today's customers expect a flawless experience, whether they're shopping online, in-store or on their phone. By blending different channels and using AI to personalize and harmonize every touchpoint, businesses can create loyal customers who feel genuinely valued.

Customer Behavior: A New Era

1.      Know Me Better – It’s all about understanding your customer’s deepest desires. By tapping into data and leveraging AI, businesses can create personalized experiences. This goes beyond traditional segmentation, as companies now aim to deliver unique experiences to each customer, driving loyalty and engagement.

2.      Support That Wow - Customers expect fast, friendly, efficient support. Contact centers are transforming into customer success hubs, using smart technology like predictive analytics and AI to proactively deliver personalized solutions.

3.      Instant Gratification, Delivered - Customers expect speed, convenience and perfection, whether it's quick delivery, seamless checkout or instant support. It's about creating experiences that are so smooth that customers don't even notice the effort behind them. This requires robust, responsive systems and processes that can deliver at speed without sacrificing quality.

4.      B2B Gets Personal Too - #B2B customers expect the same care and attention as they do in B2C mode. It's time to embrace a more human approach focusing on personalized marketing, customer-centric design, and AI-driven insights to gain a competitive edge in B2B space as well.

5.      Predicting the Future - With AI and advanced analytics, the ability to predict customer needs and behaviors is becoming a reality. Businesses can use them to generate predictive insights that turbocharge decision-making, from product development to marketing strategies.

6.      Keeping Your Promises – Consistently delivering your brand promise is vital to customer loyalty. It's about creating a unified customer experience where every department works together to exceed customer expectations in alignment with the brand value.

The convergence of these market forces and evolving customer behaviors requires businesses to reset their #CX strategies and adopt a customer-first approach that uses technology and data to deliver personalized, seamless experiences across all touchpoints. But it isn't easy to manage this without the help of an expert.

Infosys is uniquely positioned to help businesses navigate this journey.

Infosys (Salesforce Services?): Leading the Way in CX Transformation

Here’s how Infosys is different.

·       Our partnership with Salesforce provides businesses with powerful tools to manage customer relationships more effectively, personalize interactions and drive better outcomes.

·       The Fluido acquisition, a top Salesforce consulting partner, further strengthens our capabilities in the CX space. Fluido ’s wealth of experience implementing Salesforce solutions across industries helps businesses exploit the platform's full potential.

·       Infosys Topaz is our blueprint for turning complex business challenges into competitive advantages. Combining cutting-edge AI with deep industry knowledge, we create tailored solutions that help businesses thrive in today’s dynamic market.

As the CX landscape rapidly evolves, businesses must adapt their strategies to succeed. By harnessing Infosys’ suite of capabilities, companies can help navigate this complex terrain and deliver exceptional customer experiences that drive growth and loyalty.

Join us at #Dreamforce 2024 at the Canopy by Hilton, SoMA, to shape the future of CX together.  

Indranil Mukherjee Sunil Malik Thomas Johanson Anjali Yadav Suyash Awasthi ☁ Erik van de Water Rishi Paul DJ Nikkam Matt DeTroia Monish Sharma Tobias Mangerich Claus Riis Pedersen Lidija Ilic Amit Shukla Tapani Vaurio