Boost your digital customer experience with CX advisory services

Today's customers expect a digital customer experience that is not only responsive but anticipates their needs and wants. To address those expectations contact centers can leverage digital transformation consulting services to accelerate their ability to deliver more personalized solutions at scale.
 

What is digital transformation consulting?

The cloud, artificial intelligence (AI), data analytics, automation, self-service and other key technology innovations give organizations the ability to uncover new customer insights, make data-driven decisions, discover new customer cohorts and improve customer service.

However, with so many technologies and vendors available today, even the most advanced contact centers can struggle to understand how to implement, optimize and integrate all their technologies to drive optimal value. This can be a bigger challenge as new advances in AI customer service promise to unleash even more innovation in the future.

A modern contact center is a complex hub responsible for managing customer interactions across phone, text, email, social, chat, mobile, in-person and other emerging channels. Each channel has its own unique data sets, best practices and operational challenges. This requires experience and expertise to maximize individual channels and to inform an omnichannel strategy. A customer experience (CX) advisor can help contact centers accelerate value by designing and implementing a digital customer experience strategy that meets the needs of the organization and the expectations of customers, all while preparing the organization for future innovation.
 

What are the benefits of digital customer experience advisory services?

A customer experience advisor can help you improve the digital customer experience by identifying and bridging the gap between a given technology's potential and its real-world application. The right advisor isn't just a technology expert, but a business expert who takes the time to understand your organization's current state and desired goals so that they can offer you tailored recommendations.

Working with a CX advisor can help you:

• Empower customers and employees: Add and optimize new technologies to automate routine tasks and offer more valuable, secure self-service options, freeing human agents to focus on the complex customer issues that can make or break a customer relationship.
• Accelerate technology implementation: Experts can help ensure your chosen technologies are implemented using best practices and optimally configured for your organization's specific needs.
• Improve return on investment (ROI): Maximize your use of technology to make the most of your operational budget, avoid the need to invest in additional solutions and eliminate redundant or costly legacy systems.
• Make your contact center adaptable for the future: Ensure your use of new technology is holistic—taking into account the rest of your organization—so that it stays aligned with your business as it evolves.
   

How should organizations leverage CX advisory services?

Your CX provider can help you improve your digital customer experience across all touchpoints by assessing your contact center's current digital maturity. This assessment can help you understand your current capabilities and the state of your organization's overall digital maturity to identify areas where digitizing operations can have the greatest impact.

In addition, digital business transformation consulting can help you define clear objectives to help clarify which types of technologies you should explore. While improving customer response time, driving additional revenue, reducing costs and increasing personalization are all worthy goals, each may have wildly different solutions. Knowing your goal can help determine the right path for your firm. Your advisor can also help you define your overall business goals and key performance indicators (KPIs) to ensure your contact center is doing its part to meet your organization's overall business objectives.
 

What solutions are available to improve your digital customer experience?

Look for a solution that can help you elevate your customer and agent experience with a wide variety of flexible cloud contact center solutions. Cloud-based contact center solutions can help you digitally transform your operations to better meet customer needs, scale capabilities and provide a frictionless, proactive and personalized CX. For example:

• Contact-center-as-a-service (CCaaS): A CCaaS option such as a Virtual Contact Center,  embedded with purpose-built AI, can help you create digital-first, human-assisted customer interactions across multiple channels, automatically connecting and routing customers through their entire journey.
• An all-in-one cloud contact center: An all-in-one cloud contact center solution such as Genesys Cloud enables personalized customer experiences across phone, email, chat, text and social channels. Tools like predictive routing, conversational AI and automated digital engagement can help empower customers with improved self-service options.
• Software-as-a-service (SaaS) contact center: A SaaS option such as Webex Contact Center offers a next-generation, enterprise-grade solution with omnichannel contact options. This solution can transform the customer contact center experience with cross-channel support and robust self-service that can easily integrate with industry-leading customer relationship management (CRM) systems.

With more than 30 years of consulting leadership experience, Verizon can help you make strategic decisions about your contact center's technology stack and processes, so you can better meet customer expectations. Learn more about Verizon's Customer Experience and Contact Center Solutions.

The author of this content is a paid contributor for Verizon.