
Here’s what you should know to ensure your CX Migration efforts don’t go down the drain
Delivering anything less than perfect CX is not an option in this day and age if a business wants to see success. Think about it; a whopping 44.5% of organizations worldwide consider CX their secret weapon, the key that sets them apart from the pack. That’s no small number. But here’s the kicker, staying ahead requires constant innovation and agility.
Many companies are shifting their CX infrastructure to cloud-based solutions. Why the move? Speed to innovation, seamless integration, and massive scalability are just a few reasons. In fact, Genesys, a major player in the CCaaS market, has seen a whopping 40% year-over-year growth in its business, showcasing the industry’s booming trend.
Don’t let your CX migration efforts go to waste
So, you’re ready to migrate your CX platform. Fantastic! But before you dive in, let’s talk about some potential pitfalls. We all want our migration efforts to be a springboard for success, not a lead weight.
Here are some common fail vectors to keep on your radar:
Balancing the benefits of Transformation against Change disruption
The CCaaS Salesperson has the easiest answer, just build what you have again in the Cloud, no problem. That may make the sale happen quickly, but it will not deliver quickly or produce the best outcome. Common sense says it’s the lowest risk and the fastest path. What if we could prove it’s one of the high-risk options and the longest path?
Implementing lift-and-shift migrations
Lift-and-shift migrations might sound efficient, but it’s a recipe for trouble. Simply transplanting your existing system onto a new platform can mean carrying over outdated processes and inefficiencies. The opportunity to transform without heavy change management upheaval is all about a data drive strategy. First task is getting the data automatically and quickly. Auditing your legacy systems with an automated solutions to simplify your audits and accelerate discovery, transformation planning and make the migration process that much faster.
Wasting build and development effort
The approach to avoid is the one that not only reproduces inefficient you have today but that demands that each line of business solution is a from scratch construction to develop those historical inefficiencies. If you study what you have been doing you can determine patterns, opportunities for common functions. Build once and apply to many Use Cases if you keep those constructions in a repository as a template you have the foundations for accelerated delivery, easy life support and quicker adoption.
Subpar tech implementations and optimization efforts
Don’t underestimate the importance of proper planning for your new tech implementation. Take the time to train your team, configure your workflows, and test everything thoroughly. Rushing into implementation can lead to frustration and disrupt your customer service operations. Again, phased migration can save you a load of trouble.
Subpar tech implementations and optimization efforts
Don’t underestimate the importance of proper planning for your new tech implementation. Take the time to train your team, configure your workflows, and test everything thoroughly. Rushing into implementation can lead to frustration and disrupt your customer service operations. Again, phased migration can save you a load of trouble.
Taking a short-term approach
Never do migrate-and-forget migrations. A successful migration is not a one-time event, it’s an ongoing process that has transformation for optimization and adaptation at its core. Constantly keep your eye on the prize to make sure your migration efforts and CX delivery give the results you expect.
How automation helps the process
Automation is your secret weapon for streamlining the entire migration process.
Imagine this; instead of spending ages sifting through data mountains, automation tools can fast-track the discovery phase, giving you a crystal-clear picture of your current workflows. Plus, they help identify and ditch outdated processes before migration, so you only move the good stuff to your new platform. To top it all off, automate discovery minimizes errors and maximizes efficiency, saving you time, resources, and a whole lot of headaches.
By taking the time to plan, automate, and avoid common pitfalls, you can ensure your CX migration is a springboard to success.
Improve your CX migration efforts with proper planning and automation
Remember, a well-executed CX migration can have a massive impact on your bottom line. Studies have shown that improved CX can lead to a 10-15% increase in company revenue. That’s a win-win for your customers and your business.
So, are you ready to take your CX to the next level? Strategically planning your migration and leveraging the power of automation to ensure a smooth transition and unlock a world of possibilities for delivering exceptional customer experiences. CLICK SYMPHONY, CLICK TALK TO A CONSULTANT FREE.