Qualtrics and Genesys just announced a new partnership, combining Qualtrics’ Experience Management (XM) capabilities with Genesys’ customer experience (CX) and contact center solutions, supporting Genesys’ vision of Experience as a Service. During a briefing with both companies, my initial reaction was, “What took so long – this is an obvious partnership.”
customer experience (CX)
Does your organization know how to find the right balance between your customers’ desire for privacy and personalization when it comes to customer experience? What do your customers find friendly and helpful - or intrusive and unsettling?
With the theme “Powering Seamless Communications and Strategy,” Mitel provided an update on its products and strategy at its annual analyst and consultant summit in Dallas, while addressing “the elephant in the room,” otherwise known as its acquisition strategy.
Experience, experience, experience – that was the theme at this year’s Enterprise Connect.
In Part 1 of this post I provided a baseline for the new mantra of Customer Experience (CX) and how not embracing it could be existential to one’s organization. According to a recent Walker study, as of 2020 Customer Experience will overtake price and product as the key brand differentiator.
Customer Experience (CX) is the new mantra for every organization that our consulting firm works for, from for-profit to not-for-profit organizations. It has taken center stage. It’s all about the customer, the patient, the member. It’s about success and survival for any organization moving forward.
This may be oversimplifying things, but IT had better have an answer ready when it comes from executive management. It’s a highly loaded question, since it implies that you should have AI – whatever “AI” actually means. For those in IT circles, AI has a lot to do with technology, but your management team is likely thinking more about business outcomes and how to keep pace with competitors. Worse yet, they may see AI as the latest shiny ball they must have, and that it will somehow make the business more successful.