Posted by Ruben Moffett
Key to Success in Omni-Channel Migration: Part 2 – Preparing the Tactical Foundation for an Omni-Channel Migration
Migrating to a new Omni-Channel platform, whether cloud based or not, is a critically important business initiative for many companies that are seeking to advance their customer experience and improve competitiveness in an increasingly challenging business environment. But if the company is not well prepared with comprehensive strategic and tactical foundations, we often find that…
Key to Success in Omni-Channel Migration: Part 1 – Driving Strategic Executive Alignment
Migrations to an omni-channel platform – generally one of many parts of a broader Customer Experience (CX) transformation – are significant and challenging initiatives. While most companies have begun to enable many channels for customer interactions, few have fully transitioned to a unified platform, and even fewer have done any part of this easily. However,…
Holistic Approach to Enterprise CX Design [White Paper]
The universal objective of Customer Experience (CX) design is to deliver exceptional interactions that quick- ly transition prospects to customers; drive loyalty and customer penetration; and ideally, reduce or optimize internal costs when delivering those experiences. The means to those ends are much more complex, and identifying where to prioritize limited resources to pursue those…
Tags: Customer Experience (CX)
Why Problems Persist – Key Blockers of Business Agility
When the problem-solving equation isn’t adding up, the solution is often foundational. Business leaders face many challenges today as they attempt to improve business agility in response to rapidly changing demands of the market. Technology can often be seen as a panacea, providing a shortcut to business transformation where hard choices about products, channels, business…
Tags: Business Optimization
Why Now is the Time for Business Optimization
As if our world wasn’t changing rapidly enough prior to 2020, Covid-19 has now wreaked havoc on economies, workplaces and consumer expectations. Leading into this year, companies were busy trying to leverage innovative technologies such as cloud computing, artificial intelligence, advanced analytics, IoT, 5G data networks, augmented reality (virtual, extended, mixed) and blockchain, to name…
Tags: Business Agility
Next Generation Customer Experience [White Paper]
Technology innovation is rapidly unlocking possibilities affecting all aspects of our lives. While Customer Experience is hardly as important as the innovations driving healthcare or as glamorous as the capabilities of autonomous vehicles and space travel, effective and progressive Customer Experiences are a critical driver of corporate success. In fact, studies indicate that poor customer…
Tags: Customer Experience (CX)
The Four Dimensions of the Customer Experience [White Paper]
To succeed in today’s digital environment, companies must embrace the Customer Experience (CX) as an omni-channel composition of many interactions. In addition to a deep understanding of all the possible ways customers may engage with your organization, a similar level of understanding of customers, products and usage patterns, in conjunction with those engagement channels, provides…
Tags: Customer Experience (CX)
Modern Identity Management Promises to Improve BOTH Security and Customer Experiences [White Paper]
We are at an inflection point – the digital economy has added complexity and cost to the process of delivering exceptional customer experiences (CX), while at the same time, technology innovations have raised customer expectations regarding how that experience should unfold. The challenge of providing high quality CX is complicated by policies, processes and regulatory…
Customer Centric Business Transformation [White Paper]
Businesses and entire industries have been turned upside down seemingly overnight by new market entrants that correctly identified and capitalized on ways to provide better customer experiences. It is not just newcomers who beat the competition and acquired larger market shares through a customer experience (CX) focus: Apple is an example of a pre-existing giant…
Tags: Business Agility, Business Transformation, Customer Experience (CX)
Ten Signs that it’s Time to Upgrade Your Contact Center
Most companies recognize the importance of continually investing in customer service and customer experiences. However, technologies and business problems are rapidly evolving making it difficult to consistently stay ahead of the competition. Here are ten quick areas to evaluate that may indicate you have an important problem to address: Confusing or Hidden Telephone Numbers – Do…
Tags: Customer Experience (CX)