Connected customer experiences are changing CCaaS vendor offerings

According to Zendesk, 52% of consumers would switch to a different brand after just one bad experience. Hence, Good CX delivery has never been more important than it is right now.

Connected customer experiences are becoming a driver of good CX delivery. It is more than just omnichannel communications, it involves investing in aligning the different business operations aligned with CX--like sales, marketing, and contact center teams.

What's driving the need for connected customer experiences?
Data silos and fragmentation are major roadblocks for today's businesses in delivering seamless CX. In fact, one of the biggest barriers to leveraging CX data effectively is the fact that this data is often siloed, according to 54% of organizations.

Connected customer experiences can help eliminate or minimize these issues by breaking down the walls between departments and providing a unified view of customer data. With connected systems, customer information, interaction history, and preferences are accessible to all teams, enabling a consistent and personalized experience across all touchpoints.

This is especially valuable for agents--as they can get a comprehensive view of each customer they are dealing with when this approach is implemented. 60% of consumers are likely to become repeat customers after a personalized purchasing experience, and 74% of agents say that having access to more tools and data will give them more opportunities to personalize transactions. So, this level of access to information is extremely valuable.

However, CCaaS configuration also deserves a mention here; as increasingly complex CCaaS ecosystems require optimal configurations to streamline processes, automate workflows, and integrate seamlessly with other systems. So, keep this in mind when you're considering connected CX.