Customer experience happens in the contact center. Is yours set up for success?
Customer loyalty hinges on the customer experience, and because of that, the contact center—where the customer experience is shaped—is now the proving ground for brand differentiation.
From account authentication to delivery notification; from customer service experiences to product and experience reviews, the contact center is the hub of trusted communications that engages customers throughout the customer lifecycle.
A younger workforce, process automation, and customer expectations are fundamentally shaping the future of enterprise contact centers. The next generation of contact center employees expect easy access to a 360º customer view. Chatbots and machine learning are allowing for 24/7 service that simultaneously frees up more time for agents. And customer expectations demand maximum flexibility to communicate with brands on the channel of their choice.
To suit every customer, your contact center needs to provide self-service and the option for a direct line of communication to live agents across SMS, email, …
How communications platforms enable companies to deliver right-time experiences
Never in history have we had more access to affordable technology to change the way we live, work, and play. Yet despite this abundance of technology, many of an individual's experiences remain generic and unsatisfactory. Employees struggle to deliver meaningful customer experiences because they lack access to the right information, and even accurate data isn’t readily available in real-time.
Market leaders are changing this by building what Lopez Research defines as “Right-Time Experiences.” RTEs are enhanced business processes or services that deliver the right information or service experience, at the precise moment of need, to an individual's device of choice.
But RTEs aren't just for business to consumer engagement. Industry leaders are improving their business outcomes by creating new workflows for its employees and business partners. While there could be many types of RTEs, the three main categories include improving communications, care, and commerce. Enhanced communications experiences provide the foundation …
Business transformation demands communication platforms to succeed
Seems that everyone in enterprise technology these days talks about their product being “platform-based” or “a platform” or “working as a platform.”
Have you ever stopped to ask the question, “What is a platform?”
In the world of enterprise software applications, we have long been trying to update computing models. Based on research on distributed work from the 1930s and continuing onto ideas proposed in the 1960s, distributed computing is the key to scalability, integration, and security.
These three attributes are the basic elements any IT department seeks in an enterprise application: the ability to perform equally under any demand, the ability to connect to any other systems easily, and the ability to protect access and data simply.
One of the most compelling and publicly adopted models of distributed computing models is cloud computing.
For cloud computing to work well, early research determined that it was key to break …
Leveraging communications platforms to access insights: How the digital revolution came to be, and where it’s going
Customers today demand more and better communication from the businesses and brands they engage with. Market-leading companies are launching second- and third-generation communications strategies that are taking them past just communication to building new experiences, generating engagement in the process.
Realizing how to build these communication-enabled and communication-driven applications is the next challenge for all companies and the guiding star for the next decade of business transformation. But one of the biggest hurdles in the imagine-if and what-if worlds is that practitioners on the front lines miss the clues and the transition points. Enter our thought leaders.
This series represents an amazing opportunity to engage our industry’s top thought leaders on a single theme. I hope these articles help you embrace the worlds of digital communications and customer experience, to inspire new perspectives and spur new ideas for better engagement strategies and, ultimately, strengthen your customer relationships at scale.