Welcome to our round-up of the top news in the CX space over the last seven days.
Avaya Research: Total Experience Matters
The latest report commissioned by Avaya reveals findings of the importance of four aspects of “total experience”.
According to Avaya, the total experience is the interconnection of customer, employee, user, and multiexperience. In order to deliver a total experience to a customer, companies need to develop and pay attention to each of these four aspects.
The findings reveal that most companies “believe customer experience is an intrinsic part of their brand”, with 82% saying that empowered employees contribute to good customer experiences. 83% of companies believe personalised interactions in crucial moments are essential, while 59% stated they are putting equal effort into each of these aspects of the total experience.
Combining UCaaS and CCaaS: Zoom Senses an Opportunity
During their Q4 earnings call, the Zoom c-suite were excited to discuss the recent launch of its new omnichannel Zoom Contact Center Solution.
In particular, they pinpointed the potential of combining their longstanding UCaaS expertise with new CCaaS capabilities, enabling businesses to power more collaborative customer experiences.
Dixa Acquires Miuros and Solvemate
Danish customer engagement platform Dixa has acquired analytics leader Miuros and automation firm Solvemate.
In line with Dixa’s long-term vision to set a new standard in experience and conversational customer service, the double-acquisition is valued at $43 million. The merger of the two companies also completes Dixa’s new service offering of a bespoke messaging product, scheduled for launch in March 2022.
Google Powers Digital Transformation at BT
Google Cloud has signed a five-year partnership with BT to accelerate digital transformation and “deliver superior customer experiences”.
AI will play a significant role within this, as BT deploys machine learning and analytics technologies across the organisation to enhance decision making with data-driven insights.
