In the quest to stand out in the market, organizations are increasingly prioritizing customer experience. Technology plays a crucial role in this endeavor, as it serves as the foundation for modernization. By adopting a CcaaS platform and investing in innovative drivers of CX, companies can enhance their products and services.
Traditionally, securing the necessary funds for these investments has been a challenge for leaders. They are now under more pressure than ever to demonstrate tangible business value, but when they do organizations plan to allocate the budget. According to Forrester’s CX Planning Guide, the majority of organizations (59%) are expected to increase their technology spending, while 30% will maintain their current levels, with only 11% decreasing.
Of course, getting the budget is only the first hurdle. Now comes the hard part of selecting the right CX technologies and ensuring they create the value the business is expects.