CX: From contact center afterthought to core competency

The 'Checkout with Instagram' feature has revolutionized the retail industry by enhancing customer experience (CX) and deepening relationships between brands and their audience. However, great CX is not solely dependent on social media; it also relies heavily on contact centers that provide quality engagement and support across various channels. As businesses grow, they need to scale up their CX operations, often migrating them to the cloud for agile expansion and differentiation in the market. Cloud-enabled CX can drive engagement, repeat purchases, and even become a core competency for companies like Netflix or Airbnb. While choosing an all-cloud solution may be ideal, hybrid solutions that combine legacy premises with outsourced and in-house capabilities are also common. Ultimately, investing in reliable, scalable technology to deliver the best CX is crucial for business growth and reputation enhancement.