Even as companies settle into the workplace decisions they’ve made for today’s post-pandemic realities, IT leaders must continue assessing whether they’ve got the optimal mix of communications and collaboration tools for users—i.e., the right features at the right price, in the packaging that works best for them.
When used in customer engagement initiatives, the results are clear: AI is driving measurable success across several metrics, according to the study.
The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology.
For most large organizations, there is no single unified communications solution. Rather, companies manage a variety of platforms for calling, meetings, and messaging, both on-premises and in the cloud.
As a whole, frontline workers comprise a substantial portion of the global workforce. These employees are most often the face of a company, providing services directly to customers and influencing brand perception.