As I speak with Webex customers around the world, I’m impressed by the resiliency of business leaders as they embrace “the next normal” in a hybrid world. The best business leaders are focused on creating great digital experiences for employees and customers (EX/CX) while balancing their tech vendor requirements. On the one hand, employees want more flexibility with return to office and want to use business apps that are as easy as the ones on their smartphones. On the other hand, customers want to engage with the brands they love with personalized customer support through any channel — SMS, email, social media, and direct agent support. Business leaders are often unsure which problem they should solve first, and what the business impact will be if they don’t solve these challenges quickly.
Webex is one of the few technology platform vendors that offers both unified communications as a service (UCaaS) and contact center as a service (CCaaS) platforms — at enterprise-level scale. The Webex portfolio provides our customers with cost-saving benefits like improved end-user support, simplified administration, and streamlined contracts. Additionally, the Webex Platform accelerates EX/CX innovation including seamless digital and live agent experiences through AI-based capabilities like summarization, smart bots and agent answers. There is also the benefit of access to a robust ecosystem of third-party capabilities and business-specific customization with APIs.
As more businesses discover the Webex Advantage, we want to help other business leaders as they chart a course for their EX/CX initiatives. In January 2023, Cisco commissioned Forrester Consulting to survey enterprise buyers, focusing on their journey towards improving their employee and customer experiences. Forrester focused on the entirety of the buying cycle and identified the commonalities in needs, requirements, desired outcomes, challenges, and best practices in evaluating and adopting a single-vendor solution.
The key result: More than half of the respondents are presently interested in a single vendor UCaaS/CCaaS offering. The finding suggests that buyers are actively seeking ways to solve their enterprise-level digital transformation with a focus on improving EX and CX. We also found that C-level executives are increasingly involved in the vendor selection process.
Overall, this study offers rich information and valuable insights that can help any decision-maker navigate their business transformation successfully for EX and CX. I encourage you to reflect on your current EX/CX experiences and incorporate some of the learnings from this study as you design your path forward. Make sure to download the study as we designed it to be a roadmap to help you and your business onboard towards transformational success.
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