Europe’s Enterprises Look to Providers to Bridge the CX Gap
“Choosing the right ones and tailoring them to fit a company’s specific needs is key to an enterprise’s health and market success.”
The 2023 ISG Provider Lens Customer Experience Services report for Europe finds that most executives in Europe and worldwide consider CX a top strategic priority and intend to “completely protect” CX from cost optimization programs. Providers are responding to this increased demand by delivering advanced, location-independent CX with high AI and automation content, the report says.
“Over the past few years, the need for resilient and advanced digital CX has increased dramatically,” said Jill Stabler, partner, ISG Enterprise. “This has led to a corresponding surge of activities in this space.”
Technology has played a crucial role in shaping the CX industry and providing suitable agent experience (AX) in the continental European marketplace and worldwide, the ISG report says. Many organizational and technological changes have occurred during the last three years, including automation and modernization of the CX space. According to the ISG report, these changes have helped to redefine an enterprise’s agility and business flexibility, reduced costs and improved customer satisfaction results.
Many CX solutions offer an array of advanced analytics, including intent prediction and sentiment analytics, the ISG report says. These wide-ranging and powerful set of tools help companies empower agents and enable contextual interactions and proactive interventions while at the same time remaining in line with European data privacy laws and compliance standards, the report says.
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Because cloud transition is now widespread among major enterprises in continental Europe, cloud-based CX solutions have become easier to implement and use in these companies, the ISG report says. At the same time, true multichannel CX is recognized as key to extending the customer experience across all modes of communication for enterprise customer contacts, including the rapidly growing non-voice channels, ISG says.
“Advanced CX solutions and services are more critical than ever,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Choosing the right ones and tailoring them to fit a company’s specific needs is key to an enterprise’s health and market success.”
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