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The Oxford English Dictionary traces the first printed occurrence of 1,700 words and phrases to Shakespeare. Some of these might have been spoken commonly by others, but 400 brand new words are known beyond dispute to have originated with Shakespeare. Words like accessible, accommodation, addiction and amazement are just some of the words under A.
Sometimes greatness means doing amazing things within existing constraints; Shakespeare did this. But sometimes greatness means charting new paths—expanding one’s array of tools. And Shakespeare did that with language.
Some businesses chart new paths by shedding constricting platforms and expanding their array of tools.
In a recent Genesys webinar with Forrester analyst Art Schoeller, 69% of attendees polled cited the primary reason for moving off their current platform was that system limitations affected business. No other reason even came close: risk mitigation, consolidation of systems and a desire to move to the cloud each scored less than 12%.
The risks of limitations affecting the business manifest in different, and often subtle, ways with the:
These are several areas for consideration. But the transformation has its rewards. The Forrester Customer Experience Index data offers evidence that customer experience leaders can outperform “laggards” in their field (not to mention the S&P 500). And we see evidence of this within our own customer base, as 65 of the world’s top 100 brands choose Genesys.
Your peers are leading customer experience transformation efforts within their companies to help the business gain sustainable competitive advantage. In our recent webinar, Kevin Krempulec, VP North America Strategic Sales at Genesys, shared some customer success stories. You can hear even more detailed customer case studies from featured customers in the final webinar of our three-part series on August 1, 2018.
Instead of persisting in the familiar, Shakespeare overcame limitations that blocked his potential. He did more than write plays; he gave us containers for human expression and widened our ability to know and be known. He created new ways to connect with and delight audiences that stood the test of time.
Imagine what you could do for the business—and your customers—if you overcome the limitations imposed by aging contact center systems. You don’t have to be Shakespeare to find new ways to connect with and delight your customers. But it wouldn’t hurt to borrow a page from the Bard’s playbook.
Register for our Aug 1st webinar, “Customer Showcase: Real-world lessons from legacy contact center migrations,” to hear how leading brands are reaping the rewards of customer experience transformation.
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