Innovations: Reasons to Prioritize Customer Experience Automation (CXA)

Why Your Organization Needs a CXA Strategy

Online interactions are at the core of every business interaction today from mobile banking to benefits applications to claims initiations. Customers and constituents expect seamless experiences across channels and platforms, with highly-accessible, intuitive interfaces that empower users to initiate, track, and complete processes 24/7 from every type of device.

Prioritizing digital experience delivery for customers, constituents, and internal users delivers ROI on all fronts—in the forms of customer and constituent satisfaction, employee retention, and higher revenue.

Customer experience automation exists where the markets driving IT priorities and spending intersect. It begins with the first customer-driven touch initiating a transaction and extends throughout the entire relationship lifecycle.

ImageSource believes that the most effective customer experience automation leverages the combined power of infrastructure, workflow, and AI at every point where an organization interacts with a customer or constituent.

Our approach to CXA aligns internal systems and best practices to build delightful experiences grounded in organizational expertise.

ImageSource’s customer-partners report that 70% of business engagements depend on content, either document-based or digitally generated by tracked customer touch points.

Once that critical content is created, it is typically stored away. Without strong content management protocols, this content is likely to proliferate or duplication if the customer re-engages with an organization. Many of our customer-partners have multiple repositories with decades of business intelligence locked away.

This leads to 95% of their organizational content becoming unactionable, either because it’s unstructured or because the system of record has become inaccessible. Organizations struggle to leverage their full knowledge base about their customers.

The customer side of the statistics isn’t much better. Organizations report as high as a 70% abandon rate on applications or customer-driven inquiries. This corresponds to a drop in demand for critical customer services and downstream impacts on revenue.

The customer side of the statistics isn’t much better. Organizations report as high as a 70% abandon rate on applications or customer-driven inquiries. This corresponds to a drop in demand for critical customer services and downstream impacts on revenue.

The ILINX Approach to CXA

Our ILINX process-improvement platform builds a bridge from content to knowledge that extends directly to customer experiences.

The ILINX Engage customer experience module leverages the expertise of our legacy in content services in a delightful, meaningful, actionable customer experience. A unified experience that brings together content, applications, data, and AI in a single window, ILINX Engage serves as the complete solution through which your customers participate in your organization’s business processes.

Along with your customer base, ILINX Engage also uniquely considers executives, employees, and other internal users to be vital CXA users. The solution intelligently adapts to role, creating 360^o experiences that holistically present each individual inside and outside your organization with the exact tools and information needed to get things done.

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The ILINX platform is designed to be an organization’s system of record, but is also built for maximum interoperability with other technology investments. Reach out to learn how it connects data and experiences to help organizations avoid costly and risky rip-and-replace initiatives.