February 24

Why video and smartphone centricity in CX delivery will define the future of CCaaS operations

The delivery of customer experience (CX) using video technology and smartphone-centricity is a growing trend in the CCaaS sector. It is gaining swift adoption, indicating its growing prominence and the critical role it will play in the future contact center.

In this update, we will explore how video technology is gaining traction as a medium for delivering engaging CX in the new generation of smartphone-centric contact centers.

Understanding CX delivery in CCaaS operations

In CCaaS operations, CX delivery is paramount—good CX delivery can help businesses build strong customer relationships, increase customer loyalty, and ultimately drive revenue growth. Conversely, a poor CX delivery can lead to customer churn and negative word of mouth, which could adversely impact the organization’s reputation and future growth prospects.

In the past, CX delivery depended on legacy solutions. Customers would have to call a toll-free number or visit a physical location to get their questions answered. But today, thanks to technology, customers can interact with businesses in multiple ways, including phone, email, social media, and chat. 

Emphasizing the role of video technology in CX delivery

Video technology is quickly becoming a popular medium for delivering engaging CX. According to a study by Wyzowl, 87% of businesses now use video as a marketing tool, and 83% of consumers say that video is helpful when making a purchase decision. The same trend is happening in the CCaaS sector, related to CX and customer engagement.

One of the main advantages of using video technology in CX delivery is that it provides a more human touch to the interaction. It enables businesses to provide face-to-face communication with customers, creating more personalized and engaging experiences. Video mediums also allow for the use of visual aids, which can be helpful in explaining complex topics.

Moreover, video technology allows for a more efficient CX delivery. For example, customers can show contact center agents their issues through video, allowing for quicker problem resolution.

Defining why smartphone centricity in CX delivery matters

According to Statista, there are over 3.8 billion smartphone users worldwide. This means that customers are increasingly using their smartphones to interact with companies. In response, contact centers are adopting a smartphone-centric approach to CX delivery.

Smartphone centricity refers to the design and delivery of CX that is optimized for smartphones. This includes mobile-friendly websites, chatbots, and mobile apps. By providing a seamless mobile experience, businesses can ensure that their customers can interact with them anytime, and from anywhere.

Video technology is a natural fit for smartphone-centric CX delivery. Thanks to advancements in smartphone technology, customers can now access or generate high-quality video content through their devices.

Smartphone centricity can also be used to enhance self-service options for customers, providing them the flexibility to resolve issues at their own pace. 

Integrate transformational practices to align your CCaaS operations with the future of CX delivery 

As video technology and smartphone centricity continue to gain traction in the CX landscape, it is becoming clear that these trends will define the future of CCaaS operations. 
Companies that adopt these trends will be better positioned to provide a more engaging and efficient customer experience, which can lead to increased customer loyalty and revenue growth. Therefore, it is recommended that organizations gain insights through reliable CX forensics to uncover the opportunities to integrate these transformational technologies into their CX systems.

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