Firstly, I’d like to wish you all a Happy New Year and hope you’re all refreshed and ready for 2018. The New Year is always a great time to reset, reflect on the past year and set the sights on the year ahead and beyond. I’m pleased to share some of my reflections on 2017 and plans and vision for 2018 and beyond.
2017, a year of change.
2017 has been a year of transition for NEXA. Aside from physically combining our team in one new office in Bondi Junction, we have made great strides towards our vision of providing a multi-discipline approach to solving our clients service design problems, beyond our capacity to implement our global tech offerings.
Our current clients have all set themselves apart from their peers by embracing the customer centric service design philosophy and with our customer journey management solution together they manage over 100,000 customer interactions every day.
With this group of clients, we are approaching 2018 with projects across our skill set including customer experience consultation, service design, IT infrastructure implementations as well as change pieces and lifetime extension work for many of our more established clients. 2018 is set to be a strong year of growth across most of our industry segments but it doesn’t come without it’s challenges.
2018, more changes to come.
It is becoming increasingly apparent that businesses that aren’t willing to adopt a customer centric approach or whose IT infrastructure is unable to respond to changing business needs will be left behind, or worse. The ease at which new business can bring a novel technology or application to market to satisfy a consumer pain point is startling and negates many of the benefits of being the incumbent.
We approach our business in the same way, continuously developing our services to cater for what our clients need as we have done over the past 12 months and will continue to do well beyond this year. We challenge you to do the same, and we are confident the team here will be able to add tremendous value to your businesses.
Our solutions are designed to fit your business and customers, and often sit alongside your existing enterprise architecture and integrate with it rather than requiring extensive change management work to reform your IT infrastructure. Our work with Amazon Web Services has allowed us to quickly implement solutions across businesses with relative ease.
Local expertise. Global resources.
In November I attended the 10th Annual Q-nomy Conference in Barcelona, Spain, which brought together Q-nomy’s senior leadership, technology experts and global partners. The new platforms and product enhancements to Q-Flow® v6 that will be launching this year are very impressive and will ensure we continue to deliver the most advanced omnichannel customer journey optimisation and customer experience management solutions.
It was also very interesting to learn about what the other Global partners are doing in the customer journey management space and to be able to leverage off our collective insights. These insights from all over the world reinforced again that regardless of industry, location, or language, organisations acknowledge that a seamless, integrated, data-driven customer journey solution delights your customers and staff. It also validates the positive bottom line impact from improved operational efficiency and enhances customer experiences.
I’m confident that what we are doing in Australia is, in many respects, leading the charge and setting benchmarks for our global counterparts to follow. In particular, our customer management app, appointment scheduling module and soon-to-be released display technologies are examples of this.
Improved customer experience is essential
As we go deeper into the experience economy, CX is a pivotal aspect of organisational strategy and a C-suite priority. Across all organisations in every industry, CX has taken centre stage (or at least lip service to CX has!). However, according to Forrester’s 2017 CX Index™, “CX quality plateaued or declined for most industries and companies. The reason being is CX initiatives tackled low-hanging fruit to put early runs on the board and most CX initiatives had too little clout to force meaningful operational change”.
With customer expectations predicted to outpace companies or organisations abilities to evolve, therein lies a wonderful opportunity for us to help our clients transform their customer experiences. We advocate a data-driven approach combined with proven methodologies to tackle CX challenges, both great and small.
Relationships that stand the test of time
As new technology continuous to change the way businesses interact with their customers, it is important to maintain the aspects that connect your brand to your customer. At NEXA we believe in the power of connections to build lasting relationships. Not only for you and your customers, but for you as our clients. Rather than seeing technology as a force to remove the human interaction, we see it as a tool to facilitate and improve it.
Over the past year I have visited many of our clients and been inspired by the wonderful service they continue to deliver to their local communities and beyond. The widespread focus on customer journey management keeps us motivated and committed to our purpose of making every customer interaction matter.
Bring it on
Even with our solid product portfolio and new CX consulting offering, we are committed to continuous development and the introduction of market-leading technologies from our partner Q-nomy.
We value our relationships and will continue to invest in nurturing our clients and investing in our team. We are looking to the year ahead with a pragmatic optimism and ready to take on 2018!