Laura BassettDecember 13, 2017

Customer Experience Starts Here

At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and overall lifetime value by approximately 20%. There’s just one problem: executing! You know, actually enabling an exceptional customer experience.

There’s no doubt companies are making customer experience strides. According to Gartner, for example, at least 50% of brands in 2018 will have redirected their investments to customer experience innovations. But are they truly keeping pace to enable context-driven, consistent customer experience? Considering that only 7% of companies are exceeding expectations, it seems the answer is no.

So, what gives? The way we see it, companies simply don’t know where to start with customer experience.

Customer journeys are complex and customers say the overall customer experience is critical in their decision-making. Customer experience must extend across the entire organization over countless interaction channels and devices. It requires an open, integrated and future-proof ecosystem built on specific tools and technologies like customer journey analytics, omnichannel, anticipatory engagement and intelligent resource matching. It’s incredibly hard to tie everything together when you don’t know where to start.

In fact, only two-thirds of brands believe they have the technology, processes, and organization in place to deliver on their customer experience strategy. Companies are shortchanging themselves. There must be a better way of enabling exceptional customer experience.

Thankfully, there is.

Customer experience must take root in healthy soil to grow. At Avaya, this means helping our customers craft the perfect customer experience plan with hands-on strategizing and award-winning solutions that complement their existing technology environment.

Enabling exceptional customer experience can be overwhelming. You need the right partner; one with a proven track record, reliable experience, and longstanding expertise. Let Avaya help guide you through the journey of crafting your customer experience strategy. We’ve put together a simple CX Readiness Survey to help you assess your current state, and determine where to go next.

Our goal is to see your customer experience plans thrive. Take the survey and let us know if you have any further questions.

Laura Bassett

Laura Bassett is the Director of Marketing for Avaya's Customer and Team Engagement Solutions. Laura oversees all aspects of marketing including business planning and strategy, market research and awareness, product marketing, and engagement for current and next generation Unified Communications and Contact Center solutions. Laura has over 20 years' experience in applications consulting, development and delivery. She has a BSBA in Computer Science and an Executive MBA from the University of Florida.

Read Articles by Laura Bassett


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