How Operation Optimization is Balancing CX Management Today

In the past decade, marketers have witnessed remarkable changes in the world of CX management. The overflow of the digital economy urged the leading brands today to mark their presence in the market. Big e-commerce giants like Amazon didn’t stop at being the CX excellence and introduced Alexa-enabled devices to bridge the ever-shrinking gap of customers and retailers. 

When others are struggling in the hinterland to support a customer-centric mindset, the company CMOs took a strategic turn to optimize their CX operations throughout the customer lifecycle. The initiatives would include better coordination in both business operations and workgroup.  They believe that optimizing the supporting technologies like digital interfaces, AI-smart interfaces, virtual assistants, self-service kiosks, and prevalent others in the customer ecosystem.

 As asserted by Amy Anselmo, Director of Product & Communication Design at Bose, “These changes have allowed us to shift our ways of working from a traditional waterfall approach to an agile approach that allows us to be more responsive to our businesses and our customers.”