As more companies take note of the evolving needs and preferences of today’s digitally empowered customer, they realise the importance of adapting their operational setup to provide customers with an optimal experience. However, this can often become a massive project; complete overhauls of ICT systems, implementation of advanced CEM platforms, integration of whole channels, these efforts can absorb years of the company’s time and vast quantities of its resources.
While creating the best possible CX environment will usually deliver an entirely justifiable ROI in the long term, companies may not be ideally positioned to commit to such a large investment all in one go, due to operational or budgetary constraints. Companies experiencing such circumstances should bear in mind that optimising CX should be a permanently evolving process, as businesses should always be striving to find new and better ways of giving their customers a positive experience that they can go on to share with others.