Customer experience (CX) leaders have a difficult but mission-critical job in modern businesses. They must tackle customer concerns head on and design future-state experiences to drive the organization forward. Verint has found that when CX leaders are successful, they create enormous value for the business in the form of increased customer loyalty, greater operational efficiency, organizational alignment, and much more. To do this, CX leaders must overcome four core challenges:
- Disconnected listening
- Lack of context
- Unactionable data
- Misalignment across teams
Each of these challenges represents a potential contributor to the Engagement Capacity Gap™, which describes the misalignment between an organization’s capacity for engagement and the customer’s expectations. CX leaders are ideally positioned to tackle all these problems and create better outcomes for their customers and for their wider organization. In this ebook, we will share how you can drive better outcomes and conquer the four core challenges for CX leaders.
The Impact of Disconnected CX on the Engagement Capacity Gap
With retailers unable to properly staff stores (63%) and companies across sectors seeing new demand for digital-first customer interactions (51%), the opportunity is ripe for CX leaders to help their organization stand out from the crowd.
The challenges of disconnected listening, lack of context, unactionable data, and misalignment across teams exacerbate the Engagement Capacity Gap. The corollary is also true. Solving these core four business problems helps CX leaders close the Engagement Capacity Gap at their organizations.
This article is posted at verint.com
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