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As competition for spend intensifies, customer experience has become the new battleground. Retailers are under pressure to forge consumer intimacy at scale, by being hyper-relevant, naturally social and inherently mobile. None of these digital engagement capabilities are achievable without a flexible, truly omni-channel CX platform, but that involves change. And the prospect of change in a large, siloed retail environment that is the product of years of organisational and technical restructuring can, quite literally, keep you awake at night.
Whether you’re ready to transform your entire environment into a seamless, omnichannel customer experience, or embarking on a gradual migration to a fit-for-the-future platform, you need a clear roadmap for the journey. That’s why we offer a PureBridge assessment: a half-day programme to help you navigate smoothly from your current contact centre set-up to your desired future state.
Any successful project demands vision, so we kick off with a discovery session to understand your current environment and show you the art of the possible with a Genesys-powered customer experience. We then map those possibilities to your CX and business objectives and determine the delta of capabilities needed to reach your goals. You’ll leave the session with a unique picture of how your contact centre will be able to create exceptional customer experiences and empower your employees. You’ll also receive a personalised migration strategy, with clear steps based on our CX maturity model, tried and trusted by thousands of our customers.
All of this should set some thoughts percolating around how to get all the necessary stakeholders involved in the project. The deployment of a new customer experience platform requires the enthusiasm and support of everyone. So talk about the changes that will be made. Show those in marketing the new possibilities and opportunities. Share the details with your technical team that demonstrate that they’ll have less work, not more. Think of it as creating your own SWAT team—on a mission to save the world from disjointed CX, one customer at a time!
