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Customer experience and tech stack up

A long-term customer experience (CX) strategy is built in the entire organization because the strong correlation between customer experience and financial returns is seen. This involves redesigning. The first step to delivering an enhanced customer experience is to bring these various systems and data of customer experience together. Here are some fundamental approaches which need to be further enhanced to building a simple, integrated stack with Contact Center, CRM and e-commerce systems. The first being clean split, contact center systems handle routing and interactions whereas e-commerce and CRM systems bring transaction data and profile/customer journey data. Now the digital divide wherein Contact Center systems and CRM bring in engagement data - Contact Center handles all voice interactions and CRM handles digital interactions whereas e-commerce brings in transaction data. Lastly pragmatic beginning in which CRM is the only system of engagement for limited digital channels, such as email and chat while e-commerce brings in transaction data. Read more at:




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Friday, 07 August 2020
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