The importance of customer experience in a highly competitive market is forcing enterprises to relook at the way they have been running their contact center operations. As technology gains prominence in a digital-first world, it can also allow enterprises to deliver a much superior customer experience while reducing the cost of operations.
Digital Customer Experience Management (CXM) goes beyond leveraging digital channels to combine digital concepts, digital tools & solutions, and high-touch human intervention, as needed, to deliver a fundamentally superior customer experience. Enterprises can look at various digital solutions, such as advanced analytics, RPA, Intelligent Virtual Agents (IVAs), Artificial Intelligence (AI) & cognitive, to transform their customer experience operations, as well as allow them to offer superior services. However, to be successful in this transformation, they require a strategy and roadmap that can help them define the need & scope for a digital transformation and avoid common pitfalls. Enterprises also need to make right investments, not just in technology, but also in talent and change management to emerge as winners.