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.
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