CIO OPINION recovery , this is creating the foundation and roadmap for further dramatic innovations in the coming years . businesses that fail to meet the challenge of delivering digitally and anticipating their needs .
The question now , is : how can organizations maximize this opportunity ?
Customer experience in the digital age
As a result , the contact center is fast becoming a multichannel CX engagement and management hub whose performance has a direct impact on future transactions and the long-term loyalty of customers .
Customer experience ( CX ) has been steadily rising up the corporate agenda in recent years and with good reason . High-performing companies that consistently outperform their peers do so because they put customer-centricity at the heart of everything that they do .
Online retail giants have set the standard where CX is concerned . Indeed , it ’ s true to say that they have helped redefine what CX looks like in the mind of the consumer . Offering speed , choice , convenience and accessibility has proved a winning combination for the company , which continues to push the boundaries when it comes to creating frictionless experiences built around the identified wants and needs of individual customers .
One thing is for sure ; the COVID-19 pandemic has had a lasting impact on consumer behaviors , with online interactions and digital messaging channels now firmly established as a top customer preference . As a result , brands are now being judged on how many touchpoints they offer , how easy it is to move between touchpoints , the time it takes to resolve issues and how personalized each interaction is . In other words , today ’ s discerning customers are turning against
With technologies like chatbots and Machine Learning being deployed to drive CX within the contact center , CIOs need to be leading the fray where digital CX is concerned . Streamlining the CRM and omnichannel processes that underpin delivery of a joined-up response to customers across every channel touchpoint is just the start .
To exceed customer expectations and stay one step ahead of evolving market demands , CIOs need to ensure that they can collect and connect customer data to drive enhanced collaboration across the enterprise . Data is now the fundamental building block that generates the intelligence business leaders need to identify what ’ s on the horizon – and enhance the
With technologies like chatbots and Machine Learning being deployed to drive CX within the contact center , CIOs need to be leading the fray where digital CX is concerned .
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