- Search
- About Us
- Expertise
- Industries
- Research
- Services
- Resources
- Contact Us
- Join our Community
- Home
Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection
We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.
Services for Technology Vendors
We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.
Customer Experience Management
Read Time:
18 min.
Font Size:
Font Weight:
Software Provider and Product Assessment
Customer Experience Management
For many organizations, managing the customer experience (CX) has not been a centralized operation nor the responsibility of one leader who governs and optimizes the CX across every channel of interaction. But organizations are now making use of more integrated software and platforms that tie together customer relationship management (CRM) and contact center activity to processes managed across other parts of the organization. This can include marketing, sales, commerce, field service and locations where customers convene for purchases or services.
This evolution of CX is bringing about a shift in how organizations purchase and deploy technology related to customer activities, and how software providers package their products to meet the needs of the workforce. When the focus is on interaction handling, contact centers typically are the focus of the technology discussion and the defined set of requirements. But when the focus shifts to questions about how an organization should be using customer data, or how to proactively orchestrate interactions and influence customer behavior in any channel or department, broader sets of roles and their specific requirements become essential.