THE AGILENTERPRISE™ BUSINESS
  • Virtuos.org
  • Contact
  • cxdesk Help

Companies are investing billions on improving the customer experience.

By 2022, two-thirds of all customer experience projects will make use of IT.

Does IT want to be seen as hero or villain?

The CX Leader’s View on Drivers of CX Improvements

Within the next two years, which of the following aspects of your organization’s customer experience will you focus on changing the most?

CX Functional Partner Collaboration

SOLUTIONS BY FUNCTION
Who drives CX strategy today?
What would CIOs need to do if they want to take a bigger role in supporting CX?
What would CIOs need to do if they want to go further and take a more leading role?

Over 5,000 CX Leaders Out There

50%Reports to the CEO

What’s Involved in Being the Head of CX

Technology Building Block of
Customer Experience Maturity

How Involved are CIOs and IT Leaders
in Organization’s CX Initiatives?

INDICIAL CX MATURITY
Who drives CX strategy today?
What would CIOs need to do if they want to take a bigger role in supporting CX?
What would CIOs need to do if they want to go further and take a more leading role?

Pressure Increases When You’re “Average”

FIND THE STATE OF CX

The CIO and IT Leader's Supporting CX's Roadmap

Icon

Get a seat on the CX council

Icon

Provide a CX project portfolio

Icon

Help source a VoC solution

Icon

Build the metrics dashboard

Icon

Introduce tools supporting customer journey mapping

Icon

Show what future tech will enable

Real-Time Capability Is Critical for
Future CX Technologies

By 2023, autonomous marketing systems will issue 55% of multichannel marketing messages based on marketer criteria and real-time consumer behavior, resulting in a 25% increase in response rates.
By 2022, more than 10% of customer engagement hub architectures will include real-time event streaming or streaming analytics.
By 2025, the top 10 global retailers by revenue will leverage contextualized real-time pricing, through mobile, to manage and adjust in-store prices for customers.
RAINBOW CXTECH

Real-Time, Always-On Continuous Intelligence
Supports Continuous Experience

Event visibility and context over customer journey

Automate, act and achieve customer experience

Unified messaging across inbound and outbound channels

Human interaction suggestions based on intelligence

ACCESS CXDESK

Increase CX technology investment

Augment application capabilities with AI

Inspect your app strategy to deliver omni-channel, multi-model experience

Embrace continuous intelligence

Who drives CX strategy today?
What would CIOs need to do if they want to take a bigger role in supporting CX?
What would CIOs need to do if they want to go further and take a more leading role?
Digital business transformation is the process of exploiting the latest digital technologies and practices to create a robust new digital business model.

Customer Centricity — Corner Stone of
Digital Transformation

Focal Questions

Utilities

UTILITIES

How will technology innovation change the way energy is sourced, delivered and consumed?

Insurance

Insurance

How to adapt to radical industry changes?

Retail

Retail

Will there be a retail industry beyond 2025?

Oil and Gas

Oil and Gas

How to anticipate and prepare for an unpredictable future?

Manufacturing

Manufacturing

How will manufacturers innovate to drive value?

Government

Government

What role will the government play in society and the economy?

Banking

Banking

What value can BIS firms create in the future — and how can they create it?

CSP

CSP

Will technology and consumer trends force CSPs to collaborate more in the future?

The Choice Is Yours

CX objectives start to impact technology investment decisions
CIOs and IT leaders must support existing initiatives, and propose new initiatives, based on their advanced understanding of digital.

Recommendations — Do You Remember?

Icon

Get a seat on the CX council

Icon

Provide a CX project portfolio

Icon

Help source a VoC solution

Icon

Build the metrics dashboard

Icon

Introduce tools supporting customer journey mapping

Icon

Show what future tech will enable

Icon

Drive CX in digital transformation — near term and long term

Icon

Turn data privacy into trust