{"id":430778,"date":"2022-05-06T08:38:40","date_gmt":"2022-05-06T15:38:40","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/top-cx-trend-8"},"modified":"2022-05-17T10:30:38","modified_gmt":"2022-05-17T17:30:38","slug":"top-cx-trend-8","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/top-cx-trend-8","title":{"rendered":"Top CX Trend 8"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_overflow=&#8221;visible&#8221; g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1632952200753{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column]<div class=\"chunk-template-container\" ><div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; 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type=\"text\/css\" data-type=\"vc_shortcodes-custom-css\">.vc_custom_1620814390837{padding-top: 0px !important;padding-bottom: 0px !important;}<\/style><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; m_background_color=&#8221;bgc-orange&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22415507%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D&#8221; css=&#8221;.vc_custom_1642012762633{padding-top: 2.167rem !important;padding-bottom: 2.167rem !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;]<style type='text\/css'>\r .section_wrapper .vc_section.cta-foot { padding-bottom: 13rem !important; } .stack-two li::marker { color: #ff4f1f; font-weight: 500; } .stack-two{ padding-right: 0; } .stack-two .col-lg-4\\\/5 { margin-left: -2rem; } .stack-stats p span.font-swb{ font-size:2rem; line-height:1.889rem; padding-right: 1rem; } .stack-stats p{ font-size:1.444rem; line-height:1.889rem; } .trendy { text-transform: uppercase; } .kraken.navbar{ display: none; } .section_flair{ width: 100%; width: -moz-available; width: -webkit-fill-available; width: stretch; } .footer.main.footer-full { display: none; } body .section_wrapper > section:nth-last-child(2)::after { height: 0!important; } #socx21-panel-nav [class*=\"1\/5\"] { -webkit-box-pack: inherit; -webkit-justify-content: inherit; -ms-flex-pack: inherit; justify-content: inherit; -webkit-box-align: inherit; -webkit-align-items: inherit; -ms-flex-align: inherit; align-items: inherit; } #socx21-panel-nav h4 { font-weight: 400; margin-bottom: 0; font-size: 1.167rem; color: #4e5054 !important; } #socx21-panel-nav .card:hover h4 { color: #FFF !important; } #socx21-panel-nav .card-body { padding-bottom: 0 !important; } #socx21-panel-nav .bgc-orange .card-footer { color: #FFF; } #socx21-panel-nav .bgc-orange:hover { background-color: #23395D; } #socx21-panel-nav .bgc-orange:hover .card-footer { color: #FFF } #socx21-panel-nav .card-footer.arrow { margin-bottom: 0; font-weight: 100; color: #4e5054; font-size: 1rem; } #socx21-panel-nav .component:hover .card-footer.arrow { color: #FFF; } #socx21-panel-nav .card { border-radius: 10px; min-height: 126px; margin-bottom: 3rem; } #socx21-panel-nav .card:hover { background: #FF4F1F; } #socx21-panel-nav .col-md-6:first-child { max-width:15%; flex: 0 0 15%; align-self:center; } #socx21-panel-nav .col-md-6:nth-child(2) { max-width:85%; flex: 0 0 85%; align-self:center; } #socx21-panel-nav img.card-img{ max-width: 80px; max-height: 80px; margin-left: 1.25rem; } #socx21-panel-nav .arrow:hover::after, #socx21-panel-nav a:hover .arrow::after { opacity: 0; } @media only screen and (max-width: 960px) { #socx21-panel-nav .stack-one a.component.card:last-child { margin-bottom: 0rem!important; } #socx21-panel-nav .stack-two { margin-top: 3rem!important; } #socx21-panel-nav .stack-two { margin-bottom: 5rem!important; } .section_wrapper .row .stack-two .wpb_column + .wpb_column{ margin-top:0!important; } .section_wrapper .row .stack-two .wpb_column + .wpb_column .vc_column-inner{ margin-left:0!important; } .stack-two{ padding-right: 30px; } .stack-two .col-lg-4\\\/5 { margin-left: 0; } }\r <\/style>[vc_column_text]<\/p>\n<p class=\"trendy\">Trend 8<\/p>\n<h1>Composable platforms will drive CX differentiation at speed and scale<\/h1>\n<p>To keep pace with today\u2019s lightning speed of change and use CX for competitive differentiation, businesses will shift toward composable cloud platforms that enable real-time assembly and orchestration of individual customer and employee experience capabilities across four major building blocks: product, marketplace, ecosystem and development.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; elemental_order=&#8221;order-2&#8243; offset=&#8221;vc_hidden-md vc_hidden-sm vc_hidden-xs&#8221;][vc_single_image image=&#8221;415748&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-white&#8221; m_background_color=&#8221;bgc-white&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_id=&#8221;socx21-panel-nav&#8221;][vc_row css=&#8221;.vc_custom_1642717170838{margin-top: -2.167rem !important;padding-top: 0px !important;}&#8221;][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;stack-stats&#8221;]<a class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" href=\"https:\/\/www.gartner.com\/en\/documents\/4006357\/the-collective-governance-for-composable-erp-deployment\" target=\"_blank\" rel=\"noopener\" ><div class=\"card-body\"><p><span class=\"font-swb text-navy\">60%<\/span>of organisations will seek composability in new application investments by 2023, Gartner\u00ae predicts*<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a><a class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/state-of-cx-report\" target=\"_blank\" rel=\"\" ><div class=\"card-body\"><p><span class=\"font-swb text-navy\">59%<\/span>of CX leaders say the leading benefits of cloud are better access to data across channels and adding new capabilities, features and channels faster<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a><div class=\"genesys-image align-center\"><a class=\"video-lightbox\" href=\"https:\/\/www.youtube.com\/embed\/hPF_0V34iJA\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Olivier-Jouve-Video-Thumbnail..jpg\" alt=\"Olivier jouve video thumbnail.\" width=\"760\" height=\"428\" class=\"rounded-xs\"\/><\/a><\/div>[\/vc_column][vc_column width=&#8221;2\/3&#8243; el_class=&#8221;stack-two&#8221;][vc_row_inner content_placement=&#8221;middle&#8221;][vc_column_inner width=&#8221;1\/5&#8243;][vc_single_image image=&#8221;415749&#8243; si_max_width=&#8221;115px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;4\/5&#8243;][vc_column_text]<\/p>\n<p class=\"font-swb text-36 text-navy mb-0 pb-0\">Olivier Jouve<\/p>\n<p>Executive VP and General Manager, Genesys Cloud[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=&#8221;.vc_custom_1642017072001{padding-top: 1.167rem !important;}&#8221;][vc_column_inner][vc_column_text]Gone are the days when you could win in the market with a one-size-fits-all customer or employee experience.<\/p>\n<p>Consumers say <a href=\"https:\/\/www.genesys.com\/en-gb?post_type=reports&amp;p=395011\">a brand is only as good as its service<\/a>; the war for employee talent is on. Winning on both fronts requires a secure, agile and real-time platform that can orchestrate individual components across the customer and employee journeys. And this all creates differentiated experiences at scale.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">The art of the possible<\/p>\n<p>Legacy all-in-one contact centre platforms prevent businesses from differentiating their customer experience. They\u2019re not architected to leverage a CX ecosystem, access best-in-class industry solutions through a global marketplace or offer continuous development. IT teams are occupied with maintenance rather than business partnership and innovation.<\/p>\n<p>In the fast-approaching future, composability will be a key requirement for CX cloud platforms. Composable platforms enable the real-time assembly, combination and orchestration of capabilities across four major building blocks: development, ecosystem, marketplace and product. These secure and flexible platforms evolved from \u2014 and complement \u2014 the API-first, continuous deployment, global availability and built-in security characteristics of modern clouds.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">Speed, innovation and scale<\/p>\n<p>The speed of composable platforms is a game-changer; businesses can connect data that predicts a customer\u2019s need and delivers the next-best action in the moment. These platforms can orchestrate customer and employee experiences in real time, routing calls to the agent predicted most likely to deliver a positive outcome.<\/p>\n<p>Openness is a key value driver for composable platforms. Businesses can access the best available industry-relevant solutions and capabilities without getting locked into applications that no longer serve their needs. And security, rather than being an additional technology layer, is built into composable platforms by design.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">Make your platform the reason employees stay<\/p>\n<p>Composable CX brings rich capabilities to the employee experience. It allows you to personalise the agent desktop, offer real-time coaching and communication, prompt next-best actions, and make work fun and sociable through gamification. When you provide positive experiences where employees are equipped to succeed, they\u2019re much more likely to stay.<\/p>\n<p>Another big trend with composable CX is how relationships between business and IT teams change. Business and IT teams can come together as continuous co-creators of differentiated experiences. Freed from maintenance and routine development work, IT teams are empowered to focus more on strategy and craftsmanship. This opens many more exciting career paths for staff.<\/p>\n<p class=\"font-swb text-navy text-36 pt-2\">Another big trend with composable CX is how relationships between business and IT teams change.<br \/>\nFreed from maintenance and routine development work, IT teams are empowered to focus more on strategy and craftsmanship.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">The future is composable<\/p>\n<p>Consumers expect all companies to keep up with the CX market leaders. Once they\u2019ve experienced flawlessly executed, personalised experiences, they hold all other organisations to that standard. Delivering at that level isn\u2019t possible without a composable platform that\u2019s designed for speed and scale. For many organisations it represents a major shift, but the risk of doing nothing is rapidly losing relevance in today\u2019s consumer-powered world.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;.vc_custom_1643048344349{padding-top: 3rem !important;}&#8221;]<sup>*Gartner, The Collective Governance for Composable ERP Deployment, 30 September 2021, By Duy Nguyen, Tim Faith. GARTNER is a registered trademark and service mark of Gartner, Inc. and\/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved<\/sup>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22415511%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D&#8221; css=&#8221;.vc_custom_1642016188476{padding-bottom: 9rem !important;}&#8221; el_class=&#8221;cta-foot&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\">Learn more about composable CX<\/h2>\n<p>[\/vc_column_text]<div class=\"btn-container justify-content-center \"><a role=\"button\"  class=\"btn btn-secondary\" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/the-genesys-cloud-cx-platform\" target=\"\" rel=\"nofollow\">Get the white paper<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row_content&#8221; disable_element=&#8221;yes&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1652805969398{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221; el_class=&#8221;sticky-top nav-container&#8221;][vc_row][vc_column][vc_raw_html]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[\/vc_raw_html][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section g_section_overflow=&#8221;visible&#8221; g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1632952200753{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; m_background_color=&#8221;bgc-orange&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22415507%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D&#8221; css=&#8221;.vc_custom_1642012762633{padding-top: 2.167rem !important;padding-bottom: 2.167rem !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text] Trend 8 Composable platforms will drive CX differentiation at speed and scale To keep pace with today\u2019s lightning speed of change and use CX for competitive differentiation, businesses will shift toward composable cloud [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":432251,"template":"","tax_priority":[],"tax_contenttheme":[14850],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-430778","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-improve-customer-experience-en-gb","tax_content_type-report-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/430778","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/9"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/430778\/revisions"}],"predecessor-version":[{"id":432310,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/430778\/revisions\/432310"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/432251"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=430778"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=430778"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=430778"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=430778"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=430778"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=430778"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=430778"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=430778"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=430778"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=430778"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=430778"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}