This article is condensed and originally appeared on CloudTweaks.
Connecting IT Silos
Customer experience (CX) is a top priority for businesses across industries. The interactions and experiences customers have with a business throughout their entire journey – from first contact to becoming a happy and loyal customer – comprise CX. A customer who has a positive experience with a business is more likely to become a repeat and loyal customer, and company advocate. Business leaders recognize the importance of CX and are looking for ways to deliver seamless experiences to their customers. According to one report, organizations consider customer experience and service as a top investment priority in 2022.
However, drastic shifts in the way we work—and where we work—have created new challenges for businesses. Consumer needs have also changed, with customers requesting service that’s fast, seamless, and available on their channel of choice. Moreover, the shift in preference for digital interactions caused businesses to adopt an influx of workforce optimization tools across departments. One common result of the integration of these optimization tools is IT silos.
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