Customer Experience Organizations Must Change To Benefit From The Cloud

New digital experiences are reshaping how people do everything from hailing a ride to accessing a document and cleaning their teeth. To keep pace with the disruptive upstarts delivering these new services, customer experience (CX) professionals across industries are using cloud services from vendors like Amazon and Google to construct their own innovative offerings. But not all of the business leaders who believe that the cloud gives them the agility to beat emerging competitors have embraced the business transformation necessary to use the cloud as the avenue to innovation. This report examines the workforce, technology, and organizational changes that CX pros need to effectively use cloud services.