Newsflash: most organizations are behind the curve when it comes to providing a differentiating customer experience (CX). Offering multiple contact channels, expanding service hours, and including smart self-service tools and automated interfaces are table stakes today and no longer enough to gain a competitive advantage. While this was a powerful mix a couple of years ago, customers today have significantly increased their service expectations and demand brands to know exactly what they want, when they do, and how to reach them. Increasing the capacity to respond to higher customer demand is, in fact, a key digital transformation objective for most organizations. To meet these increased customer demands, companies need to up their game, and they need to do it now.
