The fundaments of modern customer experience (CX) are shaped by shifting customer behaviors, rapid contact center technology advancement and brands’ focus on customer satisfaction as a differentiator.
Yet investment in CX improvements is often a reactive response to the forces of an evolving competitive market, changing customer behaviors and cost pressures from external factors such as the global COVID-19 pandemic.
Today, the majority of organizations have reached a level of operational optimization and technology maturity within their CX delivery, which due to a fragmented approach, has fallen short of achieving its full potential. Often, they focused exclusively on a technology overhaul without a comprehensive review of their processes.
The next stage of CX transformation is the adoption of cloud technology, "agent-augmenting" and customer-facing automation and predictive analytics – and then combining this technology revamp with a business process redesign. This redesign also extends beyond the contact center to target an end-to-end customer journey transformation.
This report looks at the market drivers behind business process redesign in CX, summarizes the key client requirements of their CX services vendors, shares best practices in improving CX, deep dives into the specific needs of the communications sector and looks at Amdocs’ transformation approach.