Customer Experience as a Service: Introducing CXaaS Through This Special Report From CCW
Digital Sponsored By Eventus
Following are a few excerpts, and a link to download the report.
“We’re all familiar with CCaaS or delivering contact center as a fully managed service. Through CCaaS, instead of using different tools for different teams, channels, etc – we centralize everything into a single platform to reduce friction and improve performance, helping us create a more unified contact center experience.
But customer-centric businesses know that the experience goes beyond the contact center platforms, from contact center as a service (or CCaaS) to CXaaS (customer experience as a service). CXaaS also includes other enterprise systems (from closely related tools like social monitoring, to broader company systems and designs like application interaction, in-store technologies, agent desktops and CRM systems, cloud supported CX and omnichannel orchestration).
More importantly, it includes the complete customer experience strategy vs. merely a contact strategy – and involves all departments and employees who impact the experience.”
CXaaS involves creating a “unified” vision of the creative customer experience. All strategic decisions, metrics, technologies, and consumer touch points are brought together with the goal of fulfilling this vision, allowing companies to innovatively compete in the “era of customer centricity.”
In an industry overrun with buzzwords and empty promises, you may be wondering whether CXaaS is truly important. It is, and today’s companies know it.
They see sobering customer data and recognize that their more fragmented approach to CX isn’t working. They’re not seeing a quantifiable return on their experience.
CCW Digital’s 2018 consumer preferences survey revealed that only 18% of customers were very satisfied with the experiences they were regularly receiving that year.
Despite the fact that consumers are expecting more, leaving them unsatisfied, our 2019 survey reveals that only 12% of consumers believe brands have made “significant improvements” to their customer experiences over the past several years.
As a result, they’ve identified design as their #1 topical focus for the next five years.
By incorporating different omnichannel initiatives through CXaaS, successful brands are capitalizing by not only delivering quality products but tailoring their services to enhance the value of creative interactive channels through the customer experience.
Utilizing fully managed cloud technology makes more feasible and creative approaches, including those which are based on public or private big data management, online messaging and brand image.
Bringing it all together with a CXaaS system
Personalizing services, cloud computing, creative omnichannel experiences and online engagement are all key components in valuable CXaaS. But they need to come full circle to provide businesses with actionable intelligence through a full scale, all-in-one, CXaaS system. An effective CXaaS can leverage data collected from a variety of sources to deliver a more personalized and effective CX.
It is imperative to harness data from a primary platform while also harnessing data from other soft- ware services that a customer or client is interacting with, which then can be unified into a single data set that sends actionable intel to management, making reporting exponentially more effective.
Register to download the full report here.
Please contact me to learn more about how Eventus has reimagined CX through a CXaaS lens.
The news is filled with stories about contact centers forced to respond to Work From Home (WFH) models given the COVID-19 global pandemic, which leaves no region untouched – including North America, Europe, Asia, Central America, South America and other regions known for their on and off-shore contact center successes.
Operating contact centers and developing CX innovations has never been easy. I’ve been in this industry for three decades , have been CEO of three CX related businesses, founded, built and sold a virtual contact center business, have run large portions of two of the world’s largest and most successful contact center BPOs in the world (TTEC and Sitel), and today am leading the Strategy and Consulting group at Eventus.