For the second consecutive year, we conducted a study to examine the differences between what businesses thought about the customer experience they delivered and what customers experienced. The last year produced a lot of learnings, especially in customer experience, where many digital transformation efforts struggled to meet consumer expectations. As a result, companies were not able to scale their automated solutions when demand rose.
The pandemic made it more apparent than ever that businesses must combine people, processes and technology to produce great customer experiences at scale. This report outlines how Managed Customer Engagement (MCE), or CX-as-a-service (CXaaS), has emerged as an appealing option to companies looking to accelerate their digital transformation initiatives.
Download the report today to learn how you can begin your digital transformation journey.