Adapt & Thrive: 3 Ways to Shift from CX to TX with Speech Technology
Sponsored by LumenVox
The business environment is changing, and it’s critical organizations stay one step ahead of their customers and their competitors. According to a recent survey by Pega, 2/3rds of businesses want to evolve the technology they use as part of their CX strategy. Businesses understand they need to compete on experience, they just need the right technology to do so.
Speech technology is the ideal starting point because it addresses not just the Customer Experience, but the Total Experience. Total Experience (TX) refers to the entire company experience – employee, customer, and user. It takes a 360 degree look at a business to identify gaps and fill them, and it ties the critical pieces together—people and technology.
Here are three distinct ways organizations can shift from enhancing CX to addressing and enriching the Total Experience with speech technology: