August 26

Troubling CX Trends and the best way to resolve them

The CX industry has undergone an influx of changes within a short period. While they have managed to ride the wave of these changes relatively well, there is still some turbulence resulting from the rapid adjustments the industry had to make. Fortunately, there are ways to resolve these issues and ensure that CX operations remain consistent and productive.

Developments that threaten CX operations

Problems arising from hybrid infrastructure

When the pandemic struck, organizations were forced to make a hasty transition to hybrid work. This resulted in a CX infrastructure that is not sufficient to support hybrid work, leading to several technical issues. 

For example, 69 percent of CX centers have experienced challenges in voice quality, while another 66 percent say the frequency of outages has increased over the past 12 months.  

Compromises to voice quality and system outages can undermine CX quality and hurt a business’s reputation. Furthermore, it also increases costs because organizations have to devote more resources to fixing power outages. 

The growing conflict between business and technical development 

Studies show a growing conflict between CX centers to meet business objectives while improving CX objectives. 

For example, 66 percent struggle to maintain business, along with their change projects, while another 87 percent struggle to deliver software updates quickly enough to meet business demands. 

The challenge of meeting day-to-day business objectives while also strategizing long-term CX improvements is an issue that needs to be addressed because organizations need to maintain an equilibrium between daily objectives and long-term improvements. 

Unrealistic expectations from CX centers 

There is a growing divorce between what business leaders want CX to accomplish and what they can really do. CX centers believe that business leaders do not have unrealistic expectations, a sentiment shared by over 89% of CX leaders. 

The misunderstanding comes about because business leaders expect CX centers to be more progressive and proactive in operations that play a critical role in delivering excellent CX. 

However, CX is bogged down by current technical challenges from hybrid work and rising contact volumes. Hence, they are forced to devote most of their time and resources to meet these challenges. As such, CX leaders are too engrossed in meeting these challenges to focus on taking a more proactive stance on CX. 

What is the best way to resolve these problems?

Furthermore, business and CX leaders can come to an agreement on what CX can do through better collaboration between departments and by making the CX solution more accessible. Furthermore, CX leaders can also streamline their activities to tackle the demands of daily operations while leaving room for experimentation and innovation. For example, using low-code testing tools can quicken CX innovation, allowing developers to push new features faster while also meeting their current workload. 
While the CX industry is beset with challenges, it is possible to meet them by investing in automation technology to streamline complex processes and make the solution more accessible to non-technical personnel. Smart investment in CX technologies can double productivity and improve collaboration with business leaders.

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