What does a customer experience team do?

As customers continue to expect organizations to evolve from customer support to customer experience, most organizations now have a customer experience (or CX) team in place to create and maintain positive interactions at every touchpoint of the customer journey.

But just as lifetime customer value figures range in size, so do customer experience teams. However, the size of the organization typically determines how many team members are on the customer experience team. Smaller businesses may have a single employee focused part- or full-time on CX. Mid-sized businesses typically have anywhere from one to five team members dedicated to customer experience. And large organizations normally have much bigger customer experience teams.

Typical responsibilities of a customer experience team.

Regardless of how many people are on a customer experience team, team members are usually responsible for:

  • Developing a strategy that achieves the desired customer experience
  • Representing the voice of the customer
  • Understanding customer insights and analytics
  • Creating positive interactions along the buyer journey
  • Recommending, implementing, and maintaining relevant tools

What a customer experience team does.

1. Ensures a positive customer experience

Whether you’re a strategist, analytics expert, or technologist, if you’re a member of a customer experience team, you are responsible for understanding every customer touchpoint and ensuring the experience is the best it can be.

2. Gathers and disseminates feedback

Additionally, customer experience teams gather and analyze customer feedback, using it as an important input for ensuring a positive customer experience. CX teams are also responsible for sharing customer insights with the rest of the organization, from the executive team to product development to marketing. This helps ensure that the customer’s needs, and the impact on the customer, are important considerations for all discussions, development, and decisions at all levels of the company and in every department.

3. Leverages technology

Lastly, a customer experience team is responsible for ensuring that the best processes and tools are in place to deliver an outstanding customer experience. Tools that shape customer experience range from simple to complex and they can be homegrown or purchased. They include surveys to gather customer feedback, tools to map the customer journey, website analytics, and technology that provides omnichannel customer service.

How NICE can help your customer experience team.

NICE CXone is the world’s #1 award-winning cloud customer experience platform. It will help your customer experience team provide exceptional customer experiences by empowering your contact center agents to deliver consistently outstanding support via every customer support channel, every time. It’s the first and only platform that unifies best-in-class omnichannel routing, analytics, workforce optimization, automation and artificial intelligence all built on an open cloud foundation.

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channel
Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.