The development of the Experience Index has interesting implications, as it expands what organizations can do with CX research and development. They can develop a a deeper understanding of their omnichannel CX approach to see how the user actually feels. The Index can also reveal a human element to CX journeys, which would be an excellent addition to quantitative data.
Migrating a legacy contact center to a CCaaS operation is not a small undertaking, no matter the size or level of complexity of the platform. Therefore, having a clear understanding of the potential of your development teams, costs involved, and timeframes for delivery is essential.
It is vital to have an organization-wide understanding of the time and resources required for completing this endeavor. The deployment process should also be planned out, including whether the development will be carried out in phases or if it will be implemented all at once.
As emerging technologies and dynamic customer needs and expectations threaten to change the CX industry, businesses need to take immediate a...
