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Optimizing Customer Experience: The Recipe for Success

Published on: April 22, 2021

Author: Robin Gareiss, CEO and Principal Analyst

The path to success often resembles a long and winding road. As Thomas Edison said, “I have not failed. I’ve just found 10,000 ways that won’t work.” But wouldn’t it be nice to chip away at that 10,000 figure?

For IT and business leaders trying to optimize customer experience, finding a successful strategy as quickly as possible can be a huge competitive differentiator. This report provides a recipe for success, based real-world metrics of what leading organizations do to drive measurable improvements in their CX strategies.

Before anyone can optimize CX, they must have a strong foundation. By that, we mean the organization must view customer satisfaction as a priority, support CX transformation initiatives, and devote budget to fund the projects.


Table of Contents
  • Executive Summary
    • Research Success Group
  • Successful Organizations Focus on the Customer
    • Top Priority: Customer Satisfaction
    • CX Transformation Focuses on Customer, Agent Experience
    • Without Budget, Projects Fail
    • Technologies that Optimize CX
  • Recipe for Improving CX Success
    • Recommended Business Metrics
    • Technology Decisions
      • Artificial Intelligence
      • UC and Team Collaboration Integration
      • Video Enablement
    • Architecture
  • Conclusion
  • Research Methodology


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