Rethinking Measurement and Customer Experience at Alinta

In the fast-paced world of customer experience (CX), measurement is constantly evolving. Companies like Alinta are rethinking their approach to measuring success, moving beyond traditional metrics like Net Promoter Score (NPS) to focus on customer effort and satisfaction.

Alinta’s Chief Customer Officer, Vandecasteele, emphasizes the importance of understanding the customer’s journey and experience across all touchpoints. By listening to customer feedback and addressing pain points, Alinta has seen a significant increase in digital adoption and overall customer satisfaction.

One key focus for Alinta is personalized digital journeys. Vandecasteele highlights the importance of mimicking the best human contact center agent in a digital format, creating step-by-step, tailored experiences for customers. This personalized approach has already earned Alinta recognition at the Good Design Awards.

As industry data from Forrester and CBSA show, many companies are struggling to meet customer expectations when it comes to CX. Alinta recognizes the need to not only meet but exceed customer expectations, constantly testing and optimizing their digital journeys to ensure a seamless experience.

Looking ahead, Alinta is focused on launching a consumer-facing mobile app and scaling web messaging capabilities. Vandecasteele acknowledges the challenges of maintaining control over the end-to-end customer experience as new channels are introduced but remains committed to delivering exceptional CX.

In a world where customer expectations are constantly evolving, companies like Alinta are leading the way in rethinking measurement and prioritizing the customer experience. By listening to feedback, personalizing journeys, and embracing new technologies, Alinta is setting the standard for CX excellence.