As we conclude our four-part series on redefining and co-creating customer value, we arrive at the practical application of these principles within your business. We began by unpacking the essence of value, traversed the intricate value networks, and decoded the customer journey. This fourth blog synthesizes these insights to guide you to initiate and implement a robust customer experience strategy, which is the cornerstone of modern business success.

NTT DATA stands at the forefront, guiding organizations through the evolving landscape of customer experience (CX). As customer expectations become the primary driver of strategic change, NTT DATA's approach pivots from cost-saving to growth, focusing on digital experiences that foster lifetime loyalty.

Reimagining CX for lifetime value

The digital pivot has turned every consumer into a digital customer, compelling organizations to personalize experiences across all demographics. NTT DATA's strategy is not just about adapting to this digital shift but mastering it to deliver speed, personalization, and empathy in every interaction. This approach is encapsulated in the words of Lisa Woodley, Vice President of Digital Experience at NTT DATA Services, who emphasizes the need for organizations to stay “laser-focused” on CX, leveraging data insights and AI to deliver seamless experiences.

Applying AI/ML solutions to build a comprehensive CX dashboard

AI/ML technologies offer robust tools for enhancing the measurement and management of the customer experience journey, providing businesses with the intelligence to create more customer-centric strategies.

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Digital transformation in employee experience for a multinational corporation

NTT DATA spearheaded a digital transformation initiative for a global enterprise, focusing on enhancing the employee experience (EX). The project involved the development of an Employee Experience KPI Framework that spanned across various business units and service channels. This framework was instrumental in creating a sophisticated, data-driven dashboard, enabling the organization to monitor and evaluate performance against targeted EX outcomes effectively. Here are the outcomes:

• The establishment of KPI Mapping, including data audit and remediation, facilitated precise measurement outcomes and the creation of an end-state dashboard.
• The launch of a comprehensive Employee Experience Insights Dashboard provided an executive overview with the capability to delve into subject matter expert views and detailed data for root cause analysis.

Customer experience strategy for a commercial insurance provider

In the competitive field of commercial insurance, NTT DATA was instrumental in formulating a strategy to assess customer experiences. Through a series of workshops, the team gained insights into the company's business objectives, customer personas, and the overarching customer journey. This led to the creation of a Voice of the Customer (VOC) program framework, aligning with the customer journey. The framework pinpoints the drivers for an optimal customer experience, along with critical CX KPIs. Here are the outcomes:

• Detailed journey maps were produced, highlighting pivotal moments of success for both the business and its customers.
• A KPI framework was mapped against the journey, complemented by recommendations for measurement tools to facilitate comprehensive measurement dashboards.

Enhancing employer insights dashboard for a healthcare entity

NTT DATA's expertise was called upon to revamp a healthcare organization's employer insights dashboard, which is used quarterly and annually. An Experience Designer reviewed initial wireframes and established a cohesive visual strategy for the dashboard interface. The redesign focused on improving the aesthetic appeal and the informative nature of the graphical elements within the dashboard. Here are the outcomes:

• The transformation of the visual design resulted in a modern, engaging interface that made analytical data more accessible and compelling.
• The integration of polished organizational elements and graphics infused the dashboard with visual interest, ensuring a seamless and optimal user journey across various dashboard segments.

Getting started

To thrive in this dynamic environment, NTT DATA advocates for a three-pronged strategy to drive customer value:

• Focus on value drivers
• Think long-term
• Incorporate ethics into data gathering

By connecting business goals with customer measurement, organizations can demonstrate the ROI of experience investments and optimize cross-channel engagements. In the end, success hinges on an organization's ability to continuously reinvent itself, ensuring that the CX ecosystem is not just responsive but predictive, powered by real-time data and insights. This is the NTT DATA way: a commitment to not only meet the digital demands of today but to anticipate and shape the experiences of tomorrow.

Are you ready to transform your customer experience and drive growth? Contact NTT DATA to explore how our CX strategies can help your organization achieve digital excellence and earn the lifetime loyalty of your customers. Let's partner to build a future where every interaction is an opportunity for innovation and every customer journey is a step towards lasting success.

Learn more: https://us.nttdata.com/en/insights/customer-experience