Ahmed HelmyMarch 20, 2018

Using Blockchain Technology to Measure CX—See Your Happiness Scores

Today, many of us are celebrating the International Day of Happiness, which is focused on making happiness a greater priority for all of us. We in the tech industry can take real pride in the contribution that technology has made to furthering happiness by enhancing and transforming the way people work, play, and engage with each other. This transformation is particularly visible in CX—the Customer or Citizen Experience. Technology has helped businesses and government agencies to have to better conversations with consumers of their services and deliver more consistent experiences with context.

Whether you’re seeing a doctor, setting up a bank account, or applying for a license, your CX journey now extends across far more channels than ever before. Today, you can choose from voice, mobile apps, e-mail, social media, and more. As consumers, we find them all incredibly useful.

The digitization of customer engagement is giving organizations much deeper insight into satisfaction trends—and much greater challenges. According to Gartner, 89% of companies today expect to compete primarily on customer experience. It’s no longer enough for call center staff to self-evaluate an experience with a customer or offer a post-call survey. For businesses, it’s about real-time analytics of the interaction, using sentiment analysis and artificial intelligence to measure customer behavior in a more genuine way. Likewise, the ability to combine this data from one organization to another is adding a whole new dimension to customer satisfaction in 2018.

Unfortunately, banks, hospitals, government departments, and more tend to house such data in silos, and usually either don’t share with other organizations or share long after the customer experience has ended. However, more organizations—especially on a government level—now realize the benefits of sharing analytics data to promote positivity on a community scale.

Managing this enormous volume of real-time data is still a huge challenge for many. Most organizations aren’t satisfied with their ability to use data to improve the customer journey. Enter the power of blockchain. By combining blockchain architecture with automated data analysis, businesses and governments can have secure access to industry-wide, real-time customer insights. Today’s blockchain infrastructure securely collects and shares anonymous customer-interaction data from a network of peers. By adding in real-time automated analysis of speech and text interactions—such as chat, IM, email and SMS—to further identify behavioral trends, organizations can enhance their ability to anticipate requirements and proactively respond to customer demands.

It’s still early days in exploring the exciting potential of blockchain. Moreover, no single technology player can deliver all the elements of this journey in every sector. A collaborative effort is required to grasp the opportunity at hand. Technology, business and government leaders must work together to leverage disruptors such as blockchain to develop the strongest ecosystem possible for measuring happiness in customer experiences.

Using Blockchain Technology to Measure CX�See Your Happiness Scores

Ahmed Helmy

Ahmed Helmy, Director in Avaya�s Solution Architecture Services, provides technical consulting services and expertise for Avaya communications projects.

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