Author: Robin Gareiss, President & Founder
More than one-third of companies (36%) have a formal Digital Customer Experience (DCX) strategy and another 49% are planning one. By leveraging technology to transform how to engage with customers, organizations can expect to see increased sales, reduced costs, and improved customer ratings, among other benefits.
It’s important to note that customers can be both internal (employees, contractors) and external (those actually buying your products and services). In either case, effective, reliable, feature-rich communications are key to a successful transformation.
Nemertes Research recently completed a global study of nearly 700 organizations regarding the top DCX projects, technologies, and associated success metrics. Based on their experiences, the following projects resulted in measureable success:
Each of these projects requires a close look at communications architecture, both internal unified communications and collaboration, and contact center capabilities. What are some of the important considerations organizations consider when they upgrade or replace communications platforms or services? What business value do they realize when doing so?
Of course, when starting any project, it’s important to consider the architecture and pricing structure. One of the biggest decisions is whether to buy a cloud service, an on-premises platform, or both; adopting a hybrid approach. What factors go into making that decision? And along with that architecture discussion, one ancillary decision relates to pricing structure—should it align with a capital or operational financial model?
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