The demand for Digital CX increases daily with every customer interaction, where savvy users rely on multiple channels of communication and interaction with service providers. Customers no longer wish to interact with “dumb” menu driven technologies. They insist on accurate, efficient, and contextually specific conversational channels to get their questions answered and the service complete.
For business to consumer and business to business service delivery, to be successfully applied today, companies must invest in technology that enables customer interaction preference to meet the demand generation. Getting this wrong, will have a direct impact on profitability and customer retention.
Platform as a Service (PaaS) coupled with Software as a Service (SaaS) provides an agile environment to quickly customise and re-engineer service responses to accurately meet the customer need, delivering an enterprise approach to digital CX so that the operation can create simple, immediate, and individual experiences.