Many businesses lose a customer after just one bad experience. To reduce the risk, teams can take their outdated, expensive processes for addressing customer concerns and become a well-oiled machine that will satisfy both customers’ and the business’s needs.

At Reimagine the Customer Experience: Creating Excellence with Process Intelligence, our panel of experts came together to discuss ways to leverage process and task mining to improve the customer experience, invigorate employees, and become more efficient.

Check out the main takeaways from our discussion:

1. Learn from process monitoring

Urvashi Sheth from Intermedia knows how important it is to keep an ear to the ground as processes play out. “I want to see that using that kind of tool where we go out of process, and when that exception potentially becomes the norm. You adjust that customer experience using the data, and change it to the betterment of it,” she said.

By humanizing the processes and knowing when to keep the data moving, businesses can stay ahead of the curve while paying attention to what their customers are really asking for.

2. Listen to the voice of the customer

Developing organizations according to the needs of the customer may seem simple, but the constantly changing and evolving customer expectations make the reality much more difficult. Carolyn Muise from NCR spoke about shifting models to make space for a change in process.

“The voice of the customer informs the innovation strategy and roadmap for us to deliver what’s going to give them the business outcomes that solve their problems,” she shared.

3. Implement new strategies within your company

“One of the things that I’ve done is implement a sector leadership approach,” said Terry Stevens of T-Mobile. “What that does is it really makes the customer-facing conversations and the internal planning and process development sessions much more rich, because we have someone who knows a topic incredibly well.”

Invigorated employees means happy customers. By putting employees in a place where they can feel valued, they’ll be able to provide an optimized customer experience.

4. Identify opportunities for the human touch

Making sure data is mixed in with the human touch makes a big difference to the overall process. Carolyn spoke about the importance of leveraging tools and human resources to get the best outcome.

“Identify opportunities to automate, to enable capacity on key areas of innovation and differentiation,” she advised. “It’s not just about throwing people at things. It’s about intelligence, capability, automation, and putting the talent to a higher value.”

5. Reach full potential through processes

Tools for processes "give people enough time to become part leaders just from what they’re doing in mundane tasks,” Urvashi commented on how tools can push employees to their full potential.

By building stronger processes, employees can grow beyond what they were capable of before, and customers can have a more personalized, convenient experience.

Curious to learn more about our discussion with ABBYY and our expert panelists? Access the full event content by filling out the form at the top of this page.