Consumers want to engage with your brand, but are you making it easy for them? Your business is expected to deliver the right answer at the right time across any touchpoint. Meeting the customer wherever they are in their journey, without missing a beat, has never been more important.
For decades, the contact center has been the heart of human-to human customer service, managed largely now by many businesses with a cloud-based contact center as a service (CCaaS) solution.
But times have changed, and today a combination of consumer behaviors and advancements in cloud, analytics, and artificial intelligence (AI) has set the stage for a new category of enterprise business solutions: customer experience interactions (CXi).
Where CCaaS solutions support traditional customer interactions with the contact center, CXi solutions enable and connect customer interactions across the full journey from any possible touchpoint, inside or outside the organization, and incorporate intelligent automation and AI-driven self-service experiences.
CXi solutions enable businesses to take a more holistic approach to optimizing customer experience (CX) by addressing the needs of three key stakeholders: the consumer, employees interacting with customers, and the business as a whole.
Included in this Contents
- Raising the Bar for Customer Experience
- Connecting with Customers Where They Are
- Helping Employees Help Customers
- Optimizing Experiences to Boost Business Growth
- Ten CXi Tips
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