CX requires the acquisition of external software and services (it is not something you can DIY) but also needs wider and deeper design thinking, agility and speed of response, continuous innovation, a clear sense of purpose, cultural change, and employee and stakeholder engagement.
Hear from this panel discussion between IDC, OBS and Genesys about how CX is a strategic business imperative that requires serious thinking, planning and resourcing and covers the following points:
The current state of play of the CX software and services market
The challenges in deploying new generation CX solutions
Be prepared to thrive in the new era of digital disruptors and competition