Customer experience (CX) is now the top brand differentiator and outweighs price, product quality and all other factors. An interesting data point from ZK Research is that last year two-thirds of millennials changed loyalties to a brand because of a single bad experience.
Dialpad Inc. Monday announced several new artificial intelligence capabilities for its contact center solution.
The new features fall under the suite name of “Agent Empowerment” designed to make contact center supervisors, managers and agents more productive by equipping them with tools that directly lead to better customer experience. CX improvement has been a top initiative for contact centers, since customer experience is now the top brand differentiator and many customer interactions begin in the contact center.
It has been well-documented on this site and others that customer experience, or CX, is the No. 1 brand differentiator.
Every contact center-as-a-service vendor leads with this when talking about reasons why contact centers need to be modernized. My research shows that today, 90% of businesses compete on customer experience compared with only 24% five years ago.