Part of a Powering People First series that focuses on increasing and promoting personal well-being and building better quality connections and a more inclusive work experience for all
When I meet someone new and introduce myself as the GM of Cisco’s Contact Center business, the response is immediate – my new contact will begin telling their personal stories of frustrating customer experiences in interacting with a business.
Everyone has a bad experience story, and they’ve also probably shared it with several connections.
While there are standout organizations who are setting the standard for what customer experience should be, no single industry has mastered this across the board – there are both customer experience heroes and villains in financial services, retail, utilities, travel, and government organizations.
Organizations recognize the value of delivering great customer experiences – so what are the barriers?
First, it is imperative to recognize that a customer’s perception of their experience with a business is rarely limited to a single organizational department like the contact center or even a single communication channel.
To provide a connected customer journey, businesses need visibility into customer interactions across the business – whether from a mobile app, messaging on social media, responding to a marketing email, or talking to a contact center agent.
Businesses want to be the customer experience hero, not the villain – but the limitations of dated technology that lives on islands has blocked their growth.
Reinventing the customer to business interaction dynamic was the driving force behind Cisco’s recent acquisition of IMImobile. By combining IMImobile with the all new Webex Contact Center, Cisco is creating a robust customer experience as a service (CXaaS) offer, bringing together existing and new technology like artificial intelligence, experience management, collaboration tools, omnichannel capabilities and programmability for customization.
See how Cisco Webex Contact Center and IMImobile technology combine to provide a connected customer journey through all customer interactions across a business.
The goal of CXaaS is to enable an organization to understand and act on all the drivers of a customer experience – beyond the walls of the contact center. In addition to having a full understanding of that journey, the customer interaction capabilities of IMImobile will now allow the organization to act on this insight throughout the full journey and across departments within the enterprise.
Let’s look at a concrete example of how the customer story changes when a business employs a single, integrated customer experience platform to create a connected journey.
Imagine you’ve spent hours selecting the exact new computer you’ve been eyeing for months, and when you proceed to check out, your credit card is declined. You start to step away to call the bank, beginning to be concerned…
Except this time is different. Even before you can pick up the phone to call your bank’s contact center, you receive a notification on your phone, reminding you that a recent high value transaction has maxed out your credit limit, and offering you the option to increase it to complete your purchase.
Relieved, you respond in the affirmative, and seamlessly and automatically your credit limit is increased, and your purchase completed.
Simple, painless, and reassuring – thanks to your bank’s investment in a suite of customer experience technology that gives them the tools to make this possible.
See a demo of how proactive, context-aware customer experiences are created with Customer Experience as a Service technology
This is just one example of the potential of this technology – the possibilities are virtually unlimited across any consumer-focused business – just to name a few:
This is the future of customer experience. An experience driven by technology and embraced by the organizations that will thrive as the customer heroes in the decades to come.
Contact us to learn more about how Webex Contact Center and the innovative technologies surrounding it can radically change your customer engagement.