FEATURE : CUSTOMER EXPERIENCE whose performance has a direct impact on future transactions and the long-term loyalty of customers .
With technologies like chatbots and Machine Learning being deployed to drive CX within the contact centre , CIOs need to be leading the fray where digital CX is concerned . Streamlining the CRM and omnichannel processes that underpin delivery of a joined-up response to customers across every channel touchpoint is just the start .
To exceed customer expectations and stay one step ahead of evolving market demands , CIOs need to ensure that they can collect and connect customer data to drive enhanced collaboration across the enterprise . Data is now the fundamental building block that generates the intelligence business leaders need to identify what ’ s on the horizon – and enhance the organisation ’ s ability to personalise delivery at the speed of the customer .
Enabling agile CX
The recent experience of combatting challenges on every front has ignited a real desire among business leaders to move away from the reactive approaches of the past and keep a finger on the pulse of evolving customer preferences .
Martin Taylor , Deputy CEO and Co-founder at Content Guru
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