Tag: Avaya

omni-channel migration - tactical foundation

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…

Read More
omni-channel migration strategic alignment

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,…

Read More
customer experience team

Five Key Steps to Align Customer Experience with Evolving Customer Expectations [White Paper]

Today’s most competitive companies have committed to providing effective Customer Experiences (CX). Those that are considered CX leaders in their respective market segments, typically outperform the S&P by 35 percentage points. Conversely, poor customer service costs US companies over $60 billion annually. According to Forrester, 72 percent of businesses indicate that CX improvement is now…

Read More