As Gartner CEO Gene Hall proclaimed, “Digital business is upon us.” True competitive advantage goes to companies that realize they are a digital business, and must make the most of every business moment. As customer experience and contact center leaders, we are in the best position to help our companies orchestrate customer journeys across all touchpoints and interactions.
These business moments, which historically started with voice, have changed 180 degrees with digital being the first and preferred communication channel for many customers. Today’s digital savvy customers are demanding relevant, personalized service across all channels, including chat, social media, the website, IVR, mobile apps, text, and of course, voice and email.
Companies like Uber and Airbnb have transformed the transportation and hospitality industries through digital models. However, this is only the beginning of a larger transformation that will affect every industry, from financial services to retail to technology.
A common theme of success for disruptors like Uber and Airbnb is that they know their employees must be equipped with the tools to respond in real time, over any channel, to deliver satisfying customer experience. For example, an omnichannel desktop gives agents a global view of every customer interaction across every channel, and the power to engage over any channel. All companies need to think about how to improve agent productivity, reduce operational silos, and meet their SLAs across channels.
Next week at the Gartner 360 Summit in San Diego, CX leaders from around the world will gather to learn and discuss this digital transformation. With a theme of Delivering Great Customer Experiences at the Speed of Digital Business, the keynotes, sessions and networking opportunities will offer new ideas for engaging customers.
As part of the week’s activities, I want to invite you to join me as I discuss NextGen CX for the Digital Age, where I will share key insights for creating great customer journeys. Many companies talk about mapping the customer journey, but don’t focus on how their contact center is organized in siloes, and aren’t able to support multi-channel touchpoints. Customers expect to receive a consistent customer experience across all channels and interactions, which is a true omnichannel experience. Hope to see you at the session Thursday, Sept 10 from 3:30-4:15 pm PST. Feel free to visit the Genesys booth #213 to see a demo on how all channels interact in a true omnichannel desktop.
With digital business upon us, it’s a fantastic opportunity to help our companies win like never before. As a CX leader, are you and your company ready to play? Or perhaps more importantly, are you ready to win?
If you are not attending the Gartner 360 Summit, follow the conversation on Twitter with @Genesys and #GartnerCRM.