Special Report: Experience Management In An Evolving Customer Contact Landscape

Thought leaders have long identified operational silos as the bane of the contact center’s existence. They have long urged brands to unify their channels, enterprise systems, and departments.

In today’s hypercompetitive customer experience landscape, achieving this form of operational alignment is no longer the holy grail.

Today’s customers and employees are demanding more than technological integration. They are demanding human connection. They seek cohesive journeys in which previous interactions inform – and enhance – future ones. They seek brands that are routinely anticipating and remedying problems, while constantly pursuing untapped opportunities for improvement.

This level of integration hinges on the adoption of a human-centric experience management framework. By unifying, analyzing, democratizing, and actioning data from the sum of all interactions and experiences, businesses can empower agents to deliver – and continuously grow – meaningful relationships with customers. In turn, they can transform from a brand that sells products and answers questions into one that achieves defensible trust and loyalty in the marketplace.

As you adopt an experience management framework, it will be imperative to consider the following trends, challenges and opportunities.