Why are even leading businesses having trouble with CX change management?
The CX space is evolving at a dizzying pace, with new technologies, customer expectations, and operational models emerging constantly. This makes it challenging for businesses, even industry leaders, to keep up and adapt their CX strategies effectively.
Alex Monaghan, Solution Architect at The Open University, puts it succinctly: “It is now essential to move fast, but in a large organization you need to do this without breaking things. Making long-term choices is increasingly difficult with such rapid change.”
This underscores the importance of adaptability in CX operations. CCaaS solutions can facilitate this adaptability, allowing businesses to adjust their CX capabilities quickly. CCaaS configuration management tools can also help with speed, alignment, accuracy, and pinpoint efficiency in implementing these changes—with features like automated rollback, persistent configuration records, and simplified integration capabilities.
Leverage change management in your organization and future-proof your CX operations
The benefits of improving customer experience are clear. On average, companies that put in the work to enhance CX see a 42% improvement in customer retention, a 33% improvement in customer satisfaction, and a 32% increase in cross-selling and up-selling. Implementing CX technology effectively is clearly an important consideration, with change management playing a crucial role in ensuring optimal outcomes.
