Composing Experiences that Matter
The value of one’s own personal preferences that have been impacted by experiences is often overlooked by customer experience decision-makers and custodians. Our advocacy around the customer experience – and enabling brands to prioritise ‘experiences that matter’ – is a platform we take very seriously. GITEX 2021, for us, will be about helping organisations realise the customer experience imperative, and the threats that await the unprepared.
The customer has spoken: if their experience with a business is not seamless, painless, and easy, they will take their custom elsewhere. And with diversity of the customer base, a one-size-fits-all approach simply does not work anymore.
According to Avaya’s ‘Life and Work Beyond 2020’ survey, over one third of respondents prefer a mix of ways to engage with and contact organizations, including a phone number on every webpage or app (69%). And 60% of employees support policies that embrace hybrid working. Additional Avaya research showed that 71% of tech decision makers reported faster adoption of new technologies in their organization due to COVID-19. Most companies also had a shift in technology priorities with 52% increasing investment in collaboration software.
The future is composable, and the future is now.
In the recent past, it is not only our reality and our lived experiences that have changed – our values, expectations, priorities, and outlook have all irreversibly transformed. Not only do we internalise these in our own lives but we also expect the people, communities, brands, and organisations that we align with to reflect these too.
Honesty, respect, and optimism are traits we wouldn’t expect to take center-stage at a B2B platform such as GITEX, but, at Avaya, we are pegging our entire presence there on these, as much our brand promise as what we want our customers and the industry to extend to their customers.
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The customer experience is intricately intertwined with the employee experience. An employee’s interactions with and expectations from an organisation follow very much the same trajectory as the customer experience, and a suboptimal experience can also directly lead to a negative business impact.
As clichéd as it may sound, the ideal way to elevate the experience is to look to the cloud.
Avaya OneCloud, the AI powered experience platform, brings the tools that a business needs to transform the experiences they extend, and which have direct impact on satisfaction, retention, and advocacy of customers and employees alike. Avaya OneCloud promise the composable framework that is needed to stay abreast – and ahead – of our changing environment of expectations.
Finally, we would like to invite you to listen to Avaya Live from GITEX Technology Week 2021 on October 19th at 11am BST, a one-hour session broadcast directly from the show floor, please register here:
Steve, thanks for sharing!