In a World Where Customer Experience is Everything, Platform Strategy is Key

In 2020, customer service and the larger customer experience became a focal point amidst the pandemic. Organizations, especially enterprises, looked to technology solutions that could help retain customers and grow the business in an environment that had increasingly shifted to digital at an unprecedented pace.

The rapid pace of digital acceleration in the last year has forced companies to rethink operating models, technology investments, and ultimately CX stacks. In our transformed world today, enterprise organizations are looking to scale in order to handle a higher volume of customer service tickets, integrate emerging technologies to improve efficiency and employee productivity, and add more flexibility in the CX stack — all of which are needed to win the customer experience battle.

In our latest white paper, In a World Where Customer Experience is Everything, Platform Strategy is Key — done in partnership with Zendesk — we set out to explore changing customer expectations, their impact on CX investments, and potential solutions and technology partners many organizations are searching for.

In this white paper you’ll learn:

  • An understanding of the impact of the rapid digital transformation had on the state of CX and IT investment
  • Challenges with current customer service investments
  • Key features the right customer service platform has
  • An overview of the Zendesk platform
  • Recommendations for finding the right technology partner

Customer experience expectations and ultimately customer service expectations are evolving in today’s digital world. Enterprise organizations must evolve along with them. If you involved in the CX decisions in your organization and are interested in learning more about how the right technology investment and technology partner can transform your customer experience stack, download your copy of In a World Where Customer Experience is Everything, Platform Strategy is Key today.

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Author Information

Daniel is the CEO of The Futurum Group. Living his life at the intersection of people and technology, Daniel works with the world’s largest technology brands exploring Digital Transformation and how it is influencing the enterprise.

From the leading edge of AI to global technology policy, Daniel makes the connections between business, people and tech that are required for companies to benefit most from their technology investments. Daniel is a top 5 globally ranked industry analyst and his ideas are regularly cited or shared in television appearances by CNBC, Bloomberg, Wall Street Journal and hundreds of other sites around the world.

A 7x Best-Selling Author including his most recent book “Human/Machine.” Daniel is also a Forbes and MarketWatch (Dow Jones) contributor.

An MBA and Former Graduate Adjunct Faculty, Daniel is an Austin Texas transplant after 40 years in Chicago. His speaking takes him around the world each year as he shares his vision of the role technology will play in our future.