July 21

Finding and closing the gap during the CX transformation

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A CX transformation project can help organizations improve service standards, which is critical for increasing revenue or reducing operating costs. Yet, most executives don’t see these expected gains because they failed to account for gaps in CX transformation. If a transformation project is to be a success, it is important for organisations to anticipate these gaps and take steps to avoid them. 

The divorce between reality and business vision

The gap between business goals and regular operations is one of the causes of CX transformation. For example, business executives often have grand ideas for using big data, analytics, and automation, which do not align with budgets or timeline realities because they fail to consider the level of investment needed to make the transition a success. For example, adopting analytics into business operations is not an overnight operation that requires months of planning. 

Furthermore, most organizations have failed to account if current processes can align with technology. For example, implementing an omnichannel digital platform could require a completely different skillset, which staff might be trained for. 

Moreover, there is a gap between what internal staff can deliver during a CX project. Since they are already stressed about time for completing regular operations, it limits what they can deliver during a project, and failing to account for what internal resources can compromises project delivery. 

The problem arises because business stakeholders fail to consider if the CX vendor would be overseeing the transformation but have failed to budget adequately for professional services.

While most budgets for a project account for licenses, software, and hardware, they don’t account for professional services to implement the solution. Executives assume that procurement is covered under initial costs or assume that internal resources can complete the transformation project, which severely underestimates the scope and scale of what is needed to successfully complete the project. However, this can be avoided by clearly stating who is responsible for implementing the solution in the contract. 

Implementing a successful CX transformation project 


As the CX industry begins to embrace CCaaS to deliver high-quality CX, executives need to ensure that the adoption is successful to keep project costs under control and ensure that delivery is done on time. CCaaS adoption should be carefully planned out with due consideration to internal resources and capacities to ensure that the full scope of the project is accounted for before going through with the project. This will help you ensure adequate ROI on your project.


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