When 11:11 Systems appointed Kaushik Ray as its first Chief Experience Officer (CXO) nearly a year ago, it marked a pivotal moment in the company’s history. The decision reflected a deep commitment to putting customer experience (CX) at the center of its strategy and operations. The goal was clear: delivering exceptional value and customer support at every touchpoint.
Studies have shown that customer experience is a crucial driver of business success. Seven of 10 consumers spend more time with companies that provide “fluid, personalized, and seamless customer experiences.” Sixty percent of buyers have bought from a brand based on the service they expect to get, while 73% of consumers will switch to a competitor following multiple bad experiences with a company, per Zendesk.
Knowing this could be the ultimate differentiator, 11:11 Systems has embedded CX into every aspect of its business, from solution development to service delivery to employee empowerment. This has involved a multi-faceted approach, including the integration of acquired companies, the adoption of advanced technologies and the development of new services and capabilities.
And, while the CX journey is only just beginning, the results are promising.
Integrating for seamless experiences
One of the core challenges 11:11 Systems faced was integrating the various companies it had acquired over time. Each of these organizations had its own processes, systems, and cultures, which could lead to fragmented and inconsistent customer experiences.
To address this, 11:11 Systems is undertaking a systematic effort to align and unify its operations. To do so, the company is currently consolidating seven different ticketing systems into a robust platform to obtain a holistic view of customer interactions, proactively identify and resolve issues, and ensure seamless handoffs and coordination between teams.
Furthermore, this undertaking has provided 11:11 Systems with a wealth of data and insights it can leverage to continually improve its services.
Innovating with AI and analytics
11:11 Systems is also investing in AI and advanced analytics to enhance its understanding of customer needs and preferences. By analyzing data from various touchpoints, including support tickets, sales interactions and customer feedback, the company gains rich insights into the customer journey.
These observations are then used to drive continuous improvement and innovation. For example, 11:11 Systems uses predictive analytics to anticipate customer needs and offer solutions. It also leverages AI to personalize engagements, ensuring each customer receives relevant and timely support.
All in all, 11:11 Systems can now offer more tailored recommendations and guidance, thereby improving the overall customer experience.
Empowering cyber resilience
One of the most critical ways 11:11 Systems is meeting the needs of its customers is by bolstering their cyber resilience.
11:11 Systems launched a comprehensive suite of cyber resilience services. This includes in-depth assessment and planning engagements, proactive cybersecurity monitoring, advanced data protection with integrations to leading platforms like Veeam and Cohesity, on-demand disaster recovery (DR) infrastructure, and a comprehensive governance program that ensures a constant state of cyber resiliency.
This holistic, consultative approach to cyber resilience allows 11:11 Systems to meet customers where they are today, helping them build a stronger defense posture and minimize the impact of potential incidents.
Designing for diverse needs
11:11 Systems serves diverse customers, from nimble startups to global enterprises, and has worked tirelessly to meet each customer where they are.
For small and medium-sized businesses (SMBs), 11:11 Systems has doubled down on self-service tools and automation to enable fast, frictionless interactions. For enterprises with complex, mission-critical needs, it has built high-touch managed services, provided designated Enterprise Solutions Managers and Architects who become adjunct members of the customers’ teams.
The common thread is a relentless focus on understanding each business’s unique needs and tailoring the approach to drive its success.
Driving measurable results
The impact of 11:11 Systems’ CX transformation has been significant.
The company’s Net Promoter Score (NPS) among mid-market and enterprise customers has reached 68, an “excellent” rating that reflects high levels of satisfaction and loyalty. It has also seen measurable improvements in key metrics like customer retention, upsell/cross-sell rates, and advocacy.
However, 11:11 Systems is not resting on its laurels.
The organization has identified areas to improve, particularly in serving smaller customers. Right now, it’s actively working on targeted initiatives to enhance the experience for these customers and drive satisfaction across all segments.
The path forward
While 11:11 Systems has made substantial progress in its CX journey, the company will continue to adapt and innovate as customer demands shift.
This will involve further investments in technology and talent, the continued integration of its operations, and the development of new services and solutions that address emerging customer needs.
Ultimately, 11:11 Systems’ CX revolution is about more than metrics or processes. It’s about a fundamental shift in how the company sees its role and customer relationships. It’s about becoming more than just a solutions provider. It’s about becoming a true partner in success.
That’s the commitment 11:11 Systems made when it set out on this journey. And it’s the commitment that will guide the company moving forward.
