Research Summary: The Future of Customer Experience (CX) is Orchestrated Engagement

Published on June 15, 2017 by R "Ray" Wang

Learn How To Overcome Functional Fiefdoms and Legacy Technologies In One Full Swoop

Customer Experience (CX) software suites from technology providers aim to provide businesses with a seamless experience across marketing, sales and service, offering a single view of the customer. On the other hand, customers must deal with a fragmented CX technology stack that can contain upwards of 29 disparate point solutions (see Figure 1).

Figure 1. Elements of Orchestrated CX Engagement

The gap between what suite software can deliver and what customers already experience creates a new opportunity – orchestrating customer engagement. This entails balancing new and legacy technologies to enable agility and collaboration in customer journeys, deliver actionable insights, predict future outcomes and create continuous innovation. Constellation believes the future of CX is in orchestrating engagement.

This report examines the reasons why existing CX solutions struggle to meet customer expectations and shows how orchestrated engagement overcomes today’s challenges. It highlights use cases in healthcare and life science and provides recommendations on how to get started on orchestrating customer engagement.

Click here to purchase the report and get started on orchestrated customer engagement

Your POV.

Ready to transform end to end engagement?  Do you have a digital transformation strategy?   Looking to upgrade?  Add your comments to the blog or reach me via email: R (at) ConstellationR (dot) com or R (at) SoftwareInsider (dot) org.

Please let us know if you need help with your Digital Business transformation efforts. Here’s how we can assist:

  • Developing your digital business strategy
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  • Providing contract negotiations and software licensing support
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Reprints can be purchased through Constellation Research, Inc. To request official reprints in PDF format, please contact Sales .

Disclosure

Although we work closely with many mega software vendors, we want you to trust us. For the full disclosure policy,stay tuned for the full client list on the Constellation Research website. * Not responsible for any factual errors or omissions.  However, happy to correct any errors upon email receipt.

Copyright © 2001 – 2017 R Wang and Insider Associates, LLC All rights reserved.

Contact the Sales team to purchase this report on a a la carte basis or join the Constellation Customer Experience

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