Co-creation platforms are critical to customer experience management. How we interface between stakeholders is enabled by these communities; surfacing value through collaboration. In an open API, real-time environment business now has the opportunity to mine the creative equity inherent in relationships.
Relational intelligence refers to a set of technologies and methodologies that build conversational logic into your digital and offline infrastructure. Working in support of co-creation, this enables business to achieve relationship value not just service quality.
Agile, design thinking, prototyping in a VUCA digital world companies must embed, alongside co-creation, design thinking as the modus operandi for digital CX. It is no longer possible to just depend on a waterfall approach to creating value.
DIGITAL CX METRICS
On-goingness, the emerging present: digital connectivity is not just about big data analytics but how it enables more real time responsiveness and communication. Now we can ask the co-creation question ‘how else can we help you’ and not just depend on past predictive algorithms. We can understand the on-going narrative and respond accordingly.
EMPLOYEE DIGITAL CULTURE
There is no value in a digital platform if employees are not engaged to use it. Too often, staff are the afterthought when they should be the first thought in a digital transformation. Here we consider new models of employee engagement, voice of the employee and employee training.