C-level executives are facing unique challenges balancing employee and customer needs. In particular, executives are crafting return-to-office strategies while responding to the always-on consumer behaviors. Navigating a landscape where customer satisfaction and cost efficiency must go hand in hand is no easy task. That’s why Webex commissioned a study conducted by Forrester Consulting to help C-level executives navigate these changes with learnings from their peers. I invite you to read the study today.
The results, in our opinion, are amazing. Most executives are interested in a single-vendor offering for both Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Many C-levels are increasingly involved in technology deployment decisions because the approach is seen as a key driver of innovation and efficiency, and a crucial component of top-line digital transformation initiatives.
The study revealed that when executives evaluate single-vendor UCaaS/CCaaS offerings, they prioritize security, cost savings, and simplicity. They are seeking solutions that alleviate the burden on IT, reduce costs, and simplify deployment. This is a clear reflection of their mandate to enhance customer satisfaction while driving cost efficiencies. For example:
- The study found that 60% of C-level executives value improvements in security, suggesting a strong correlation between secure operations and customer satisfaction. Furthermore, Total Cost of Ownership (TCO) savings were a priority for 47% of C-level executives, underscoring the importance of cost efficiency in their strategic planning.
- Executives are also focused on driving innovation, and they are interested in supporting digital channels in new CX initiatives and improving access to AI capabilities. This indicates their recognition of the role that advanced technology plays in driving customer satisfaction in today’s digital-first world.
- C-level executives want to change the game and seek a stronger relationship with their vendor, including the ability to influence vendor roadmaps. C-levels are balancing the pursuit of business continuity and digital transformation initiatives.
In conclusion, the study offers valuable insights into how C-level executives are leveraging single-vendor UCaaS/CCaaS solutions to drive customer satisfaction and cost efficiency. These insights can inform strategic decision-making for other business leaders navigating the ‘next normal.’ Please download the study at Webex.com.
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