Most people understand the important role contact centers play when it comes to customer experience (CX). What’s not as well understood is the role unified communications (UC) plays and the value of connecting contact center and UC technologies to provide improved CX and employee experiences (EX).
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.”
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.
Yes, pun intended!
Experience, experience, experience – that was the theme at this year’s Enterprise Connect.
Image: Metamorphosis by Escher
Let’s continue our tour of the 2018 market transitions. After covering business communications in part one, I want to discuss customer service.
NICE (Nasdaq: NICE) introduced new AI-powered capabilities that enable organizations to maximize the benefits of Robotic Process Automation (RPA) for their business. Included in version 7.6, NICE RPA’s new capabilities include document digitization, ROI-based recommendation of ideal processes to automate, and a complimentary resource center with ready-made low-code/no-code resources for sharing.
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.