According to Forrester's CX index, while 73 % of brands list 'improving CX' as their topmost priority - only 1% manage to do so!
The need for digital transformation is on an increasing course for quite some time. However, the window of opportunity to transform to keep up with leaders, such as Amazon and Alibaba and disruptors like Uber and AirBnB - is on a downward spiral.
A recent Ovum report states 73% of businesses are at risk of failure to deliver on customer expectations. This necessitates fast tracking your CX transformation.
So, what is holding back the senior management?
While most recognize the need to move to a Unified CEP (Customer Engagement Platform), but perceived risks and cost creates inertia and sluggishness - due to legacy systems, lack of internal knowhow, data & content spread across disparate systems, etc.
Watch our webinar with CXM leader, Quadient to find the answer and see how we have partnered to fast track digital transformation based on 'InspireXpress' which combines power of AI/ML and NLP.