With 'customer experience' emerging as the prime source of competitive differentiation, an increasing number of CX projects are being launched across organisations. However, research shows that a majority of such projects are failing; only 30% succeed to deliver tangible benefits or differentiation.
With the proliferation of new communication channels, shift to conversational interactions, and democratisation of NLP and AI technologies, the timing has never been better for businesses to transform their customer experience. Why, then, are we failing to meet the CX expectations and what’s needed to overcome the inherent obstacles?
In the webinar, we’ve discussed CX transformation challenges with leading industry analyst Tsahi Levent-levi. We’ve also covered' the six key capabilities that you need in your toolkit to overcome common challenges and accelerate CX initiatives.
Technology gaps that lead to broken customer journeys
Key Enterprise CPaaS capabilities required to deliver the CX that your customers demand
Live examples and success stories from leading enterprises
Tsahi Levent-Levi has worked in software communications as an engineer, manager, marketer and CTO.
He's the founder of bloggeek.me, which focuses on the ecosystem and business opportunities of WebRTC and CPaaS.
Analyst and Consultant
CPaaS, WebRTC and ML/AI
Sudarshan has nearly two decades of experience in bringing new enterprise software products to market.
Prior to joining IMImobile, Sudarshan held product management and engineering positions at Siebel Systems and Oracle in Silicon Valley.
SVP Product Management
IMIconnect is an enterprise cloud communications platform (Enterprise CPaaS) that enables businesses to deliver seamless customer experience across digital touchpoints and customer journeys.
The platform opens up access to customers anywhere in the world on any channel - SMS, voice, email, push, in-app, Apple Business Chat, WhatsApp, RCS and other messaging apps, and allows customer interactions to be orchestrated with backend systems.
For more information visit: www.imiconnect.io