In recent times, CX has become one of the most critical success factors for businesses and there has been a significant shift in customer expectations, with demand for personalized and seamless customer experience across multiple touchpoints having increased significantly.
To meet these rising expectations, organizations are looking for ways to create more adaptable and flexible customer service structures that can respond to evolving customer needs.
This has led to organizations increasing their efforts to adopt a composable approach to CX design and delivery.
What is composable CX?
Composable CX is a new approach for designing and delivering CX to enable organizations to deliver unique customer experiences and create a seamless and personalized customer journey.
With composable CX, organizations can mix, match and assemble different customer service components including chatbots, voice assistants, and self-service portals, to create unique CX that is tailored to match the needs and preferences of each customer.
The idea behind the composable concept is to create tailor-made CX that adapts in real time to the needs, preferences, and behavior of individual customers. Hence, it leverages microservices, APIs, and modern technologies, like AI and cloud-based solutions, to create more flexible, and scalable CX.
Why is composable CX here to stay?
Composable CX represents a major shift in the way businesses design and deliver CX. Here are a few reasons why composable CX is rapidly becoming the go-to approach for the new generation of contact centers.
Increased customer expectations
Today’s customers expect a personalized, seamless, and consistent experience across all touchpoints. They expect businesses to understand their needs and preferences and to provide a tailored experience that meets their unique needs. With composable CX, businesses can assemble CX that is personalized and adaptable to individual customer needs and behavior.
The rise of multi-channel customer interactions
Customers interact with contact centers through a variety of channels, including web, mobile, social, chat, and voice. This creates a complex customer journey and businesses need a way to manage and orchestrate customer interactions across these multiple channels. Composable CX provides a way to design and deliver a multi-channel CX that is consistent and seamless, regardless of the channel.
The need for flexibility and scalability
Businesses today need to be able to quickly respond to changes in customer behavior and market trends. They need to be able to introduce new CX components, such as chatbots and voice assistants, and integrate them into the customer journey. With composable CX, businesses can do this seamlessly, without disrupting the overall CX.
The importance of data-driven CX
Data plays a critical role in delivering a tailored customer experience. With composable CX, businesses can leverage data from multiple sources, including CRM systems, marketing automation platforms, and customer feedback systems, to create a more comprehensive view of the customer and to design and deliver more personalized CX.
How contact centers can adapt to start delivering composable CX
The first step to delivering successful composable CX is to get an in-depth understanding of your CX environment through reliable and insightful CX forensics, and a clear understanding of how your contact center can evolve to integrate the most suitable practices.
With these practices in place, contact centers can become future-proof and better equipped to meet the rising expectations of today’s customers.