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Prioritizing EX and CX Via Digital Transformation and AI

Prioritizing EX and CX Via Digital Transformation and AI


In today’s business environment, customer expectations are constantly evolving, and competitive pressures continue to increase. Customer interactions increasingly take place not in person but via voice, text, social media, or other digital channels. Their success is dependent upon the use of modern tools that prioritize flexibility, convenience, and intuitive pathways for interactions through the dual lens of employee experience (EX) and customer experience (CX).

As such, undertaking a digital transformation of internal and external communications tools is critical to managing today’s customer journeys, which incorporate multiple digital and physical interactions and require the delivery of empathetic, timely, and relevant service at each step. Indeed, with CX continuing to be a key point of investment, it is unsurprising that worldwide spending on cloud-based contact centers is projected to reach $4.8 billion, according to Futurum Intelligence, up from $3.8 billion in 2023. 

In addition to spending on external tools, EX has become a key point of focus for organizations struggling to attract and retain talent. According to Futurum Intelligence’s 2023 survey of 405 CX decision makers located in the United States and Canada, 16.4% of respondents cited employee experience solutions, such as voice of employee, communications tools, and rewards and recognition offerings, as the top spending priorities for 2024, falling just behind the integration of new technologies (16.5%).

And while typical goals around improving customer satisfaction and retention, new customer acquisition, cross-sell/upsell rates, and reducing costs remain important, 11.9% of respondents said that their top goal of their CX program across the same period was to tie it more closely to employee experience.

However, many smaller organizations, simply due to their size or resource constraints, often lack the technological expertise required for seamless implementation and integration of new solutions. Even if they understand how the technology works, they may not have the staff or budget to conduct rigorous evaluation and testing of point solutions that incorporate AI and might also face hurdles during the implementation and migration processes.

In our latest research brief, Prioritizing EX and CX Via Digital Transformation and AI, done in partnership with GoTo, we explore the value proposition of such a transformation, the challenges faced by mid-market and SMBs, best practices for modernization initiatives, and the key considerations when selecting vendors to enable successful digital transformations of contact centers.

In this brief you will learn:

  • The value created by implementing a digital transformation and CCaaS platform
  • Key challenges faced by mid-market and SMBs that are trying to transform their organizations
  • Best practices for undertaking a contact center modernization
  • The value of utilizing a platform-based approach over a best-of-breed, point solution-based purchasing strategy
  • Key criteria for selecting a vendor that will help enable a successful digital transformation

Download your copy of Prioritizing EX and CX Via Digital Transformation and AI to learn how to more effectively conduct a digital transformation and CCaaS platform implementation, while satisfying the common objectives of providing excellent EX and CX.

In partnership with:

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Author Information

Keith has over 25 years of experience in research, marketing, and consulting-based fields.

He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.

In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.

He is a member of the Association of Independent Information Professionals (AIIP).

Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.

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