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Ivan Kotzev

Ivan is NelsonHall's Customer Experience (CX) Services lead analyst, with global responsibility for CX Services research and client support.

Customer Experience Operations Transformation

Customer Perspectives

by Ivan Kotzev

published on Apr 01, 2022

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Report Overview:

This report is for end-user (buy-side) organizations who are interested in understanding the current and future shape of the customer experience (CX) operations transformation market as well as the requirements and experiences of their peers.

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.

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