Key Findings & Highlights:

The use of cognitive technology, flexing work models, and marketing insights in customer experience are an increasing focus of CX clients. Organizations have typically undergone the first wave of contact center transformation and are now looking at the next level of digital maturity.

This project analyzes this next level of CX services transformation in areas such as deep personalization, augmented agent support for true value-add during live interactions, and enhanced self-service and automation. This major NelsonHall study is essential reading for Chief Customer Officers (CCOs) and Chief Experience Officers (CXOs), with in-depth analysis informing them of what they can achieve now, who the key CX services vendors are, and what their capabilities are in detail.

It looks in detail at vendor capability and end-to-end case studies covering: 

• Consulting and customer journey design services
• Automation and self-service within CX services
• Advanced analytics services within CX operations
• Omnichannel enablement
• Multishore and flexible work models.