Improve Customers' Experience By Improving Employees' Effectiveness

The majority of information workers play roles that are critical to customers' success at each stage of the customer life cycle. But businesses have not removed the technical barriers to information and collaboration that ensure that these employees can productively assist customers. That must change. Resolution will come from vendors as diverse as Google, Microsoft, and Salesforce linking the systems of engagement that customers touch with the productivity tools that employees use to locate, analyze, and share information. Customer experience (CX) professionals will shape how employees and customers interact in these new platforms. This report outlines the new technology portfolios that will help CX pros help information workers listen, learn, and collaborate to engage customers.