If your enterprise is using technology to transform CX—and you probably are—who better to learn from (and with) than your peers within IT organizations? That’s why I’m so excited about the CX/Contact Center track at Enterprise Connect 2024, which features enterprise end user-led sessions across the major technology trends within CX.
First though, what do we mean by “transform?” I like the definition that Robin Gareiss of Metrigy shared with No Jitter earlier this year: “By definition, CX transformation is the innovative application of new or existing technologies to improve the customer and/or agent experience to drive measurable business value.” And by that definition, almost 83% of enterprises have either completed or are working on a CX transformation project this year, up from 53% last year, according to Metrigy.
