A strong digital CX strategy can help improve customer experience, drive revenue and reduce costs. Evaluate these five pillars to help you along your journey.
ransforming CX is high on the executive priority list. But knowing precisely which digital customer experience technologies to consider — along with setting a reasonable budget — can be a time-consuming and overwhelming task.
Here is some data that Nemertes Research collected in two recent studies that can help businesses narrow down technology categories and set budgets: the “Digital Customer Experience 2018-19 Research Study” of 697 organizations, and the “Nemertes DN7966 Intelligent Customer Engagement 2019-20” research study of 518 organizations.
Digital CX technology taxonomy
Though digital customer experience technologies encompass hundreds of product categories, they can be boiled down to five pillars: customer relationship management (CRM), contact center, customer service, customer engagement management and customer success analytics. The pillars may include software, cloud-based apps, technology platforms and AI-enabled apps that automate functions and aim to improve both customer and employee experience.