Technology consulting company ARG has announced the Customer Experience: Market Insights & Decision Guide, that focuses on the impact of customer experience (CX) on profit and business value and evaluates market dynamics while also highlighting the importance of investing in a digital-first approach to improve customer satisfaction and overall business outcomes. The insights guide has been created in partnership with Dialpad, NICE, Replicant, Vonage, Talkdesk and Observe.ai, and other industry players.
"Today's most successful brands are winning and differentiating themselves with customer experience. It's no longer a choice, but a necessity that ultimately translates into higher profits and shareholder value. Our new Market Insights & Decision Guide outlines the strategies and tactics that businesses can use to select technology partners that will deliver solutions and services that align with the modern consumer's desire for highly responsive, self-service, and mobile-ready e-commerce capabilities," said Heather Campbell, Chief Experience Officer, ARG.
With numerous challenges businesses face today, from labor shortages to the shift between remote and hybrid work, it is paramount for businesses to focus on enhancing and assessing their customer experience (CX) strategies.
"People abandon excellent solutions when they come with poor support. Yet, many businesses are using legacy platforms and not taking advantage of the array of new technologies that can help them improve the experience, often while reducing long-term costs. Further, CX and marketing leaders often overlook the tools available today that allow you to meet your customers where they are and make the interaction more efficient simply because they are unaware of their existence. Applying these tools as an overlay to or replacement for existing systems is a game changer," added Campbell.
The Guide sheds light on the essential aspects that influence customer experience and customer satisfaction, such as customer expectations when interacting with companies, the impact of remote and hybrid work, and the main strategies companies should take into account to improve business outcomes. In addition, the guide offers practical examples of how businesses can utilize automation and omnichannel self-service solutions to enhance customer experience and guidance on creating a seamless and consistent experience for customers. Lastly, the guide emphasizes the importance of prioritizing a digital-first approach in meeting customers' evolving expectations.The guide is available for download on the company's website.