In a World Where Customer Experience is Everything, Platform Strategy is Key

In 2020, customer service and the larger customer experience became a focal point amidst the pandemic. Organizations, especially enterprises, looked to technology solutions that could help retain customers and grow the business in an environment that had increasingly shifted to digital at an unprecedented pace.

The rapid pace of digital acceleration in the last year has forced companies to rethink operating models, technology investments, and ultimately CX stacks. In our transformed world today, enterprise organizations are looking to scale in order to handle a higher volume of customer service tickets, integrate emerging technologies to improve efficiency and employee productivity, and add more flexibility in the CX stack — all of which are needed to win the customer experience battle.

In our latest white paper, In a World Where Customer Experience is Everything, Platform Strategy is Key — done in partnership with Zendesk — we set out to explore changing customer expectations, their impact on CX investments, and potential solutions and technology partners many organizations are searching for.

In this white paper you’ll learn:

  • An understanding of the impact of the rapid digital transformation had on the state of CX and IT investment
  • Challenges with current customer service investments
  • Key features the right customer service platform has
  • An overview of the Zendesk platform
  • Recommendations for finding the right technology partner

Customer experience expectations and ultimately customer service expectations are evolving in today’s digital world. Enterprise organizations must evolve along with them. If you involved in the CX decisions in your organization and are interested in learning more about how the right technology investment and technology partner can transform your customer experience stack, download your copy of In a World Where Customer Experience is Everything, Platform Strategy is Key today.

In partnership with:

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At Futurum Research our three key focus areas are research, analysis, and insights. We also provide a full offering of advisory services geared towards helping organizations adapt to new technologies and operationalize digital transformation, along with other services through our sister companies Broadsuite Media Group and V3 Broadsuite.

About the Authors

Daniel Newman is the Principal Analyst of Futurum Research and the CEO of Broadsuite Media Group. Living his life at the intersection of people and technology, Daniel works with the world’s largest technology brands exploring Digital Transformation and how it is influencing the enterprise. Read Full Bio

Shelly Kramer is a Principal Analyst and Founding Partner at Futurum Research. A serial entrepreneur with a technology centric focus, she has worked alongside some of the world’s largest brands to embrace disruption and spur innovation, understand and address the realities of the connected customer, and help navigate the process of digital transformation. She brings 20 years' experience as a brand strategist to her work at Futurum, and has deep experience helping global companies with marketing challenges, GTM strategies, messaging development, and driving strategy and digital transformation for B2B brands across multiple verticals. Shelly's coverage areas include Collaboration/CX/SaaS, platforms, ESG, and Cybersecurity, as well as topics and trends related to the Future of Work, the transformation of the workplace and how people and technology are driving that transformation. A transplanted New Yorker, she has learned to love life in the Midwest, and has firsthand experience that some of the most innovative minds and most successful companies in the world also happen to live in “flyover country.”

Olivier Blanchard has extensive experience managing product innovation, technology adoption, digital integration, and change management for industry leaders in the B2B, B2C, B2G sectors, and the IT channel. His passion is helping decision-makers and their organizations understand the many risks and opportunities of technology-driven disruption, and leverage innovation to build stronger, better, more competitive companies.  Read Full Bio.