Delivering Happy Customers in the Experience Economy

Enterprises must quickly and effectively deliver a seamless digital Customer Experience (CX) in today’s digital-first business landscape. They need to jumpstart their digital initiatives while maintaining a balance between cost, quality, and risk, and manage talent shortages, wage inflations, and operating model flexibility.

However, existing approaches to CX are not conducive to digital transformation. In this study, we recommend that enterprises should implement Customer Experience as a Service (CXaaS), which combines talent, services, and technology, under a managed services approach to achieve success with their digital CX transformation initiatives.