In recent years, customer expectations related to service and support have been increasing, and enterprises are striving to deliver superior Customer Experience (CX), as they realize the need to change their approaches to deliver greater business impact from service and support. Achieving digital Customer Experience Management (CXM) transformation is challenging, especially when numerous point solutions have been developed with different strategies and goals, by service providers with differing agendas, and limited integration capabilities.
Therefore, it is important to change current CX approaches to achieve an end-to-end managed services approach or Customer Experience as a Service (CXaaS), which involves strategic enterprise-service provider partnership to maximize the benefits and achieve transformation goals.
Scope:
All industries and geographies
Contents:
This report studies:
Why current approaches to CX do not work for enterprises seeking digital transformation
CXaaS and how it addresses current challenges
How CXaaS is different from current CXM systems
The benefits of CXaaS and why now is the right time to change
Enterprise readiness before embarking on the CXaaS journey
