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Transforming Customer Experience With Digital Technologies

Author: Robin Gareiss, President and Founder

Digital technologies help organizations of all sizes transform their customer experience. Though enterprise organizations (those with more than 1,000 employees) are further in their deployments, small and midsize businesses are quickly catching up and finding benefits.

Digital technologies enable SMBs to deliver similar or better service than larger competitors. SMBs are nimble in making decisions and launching their Digital Customer Experience (DCX) initiatives, providing insight and recommendations to contact center agents to improve their efficiencies. This report will explore the differences between SMBs and enterprise organizations in projects, success metrics, enabling technologies, and operational strategies.


Table of Contents
  • Executive Summary
  • Crafting a Solid Digital Customer Experience Strategy
    • DCX Taxonomy
    • Customer Relationship Management
    • Contact Center
    • Customer Service
    • Customer Engagement Management
    • Customer Satisfaction/Success
    • Unified Communications and Collaboration
  • Technology Drill-Down
  • DCX Projects Underway
  • Organizational Structure: CCO on the Rise
    • Organizational Relationships
    • Securing the Budget
  • Measuring DCX Success
    • Metric Increases or Improvements
      • Customer Success Rating
      • Sales/Digital Sales
      • Self-Service Transactions
      • Customers Won
      • Agent Turnover
    • Metric Decreases
      • Cost Per Transaction
      • Operational Costs
      • Customer Churn
  • Conclusion


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