Home > Columns > CRM Columns
Investment Priorities in 2023 - Balancing Customer Experience, Employee Engagement, and Operating Costs
Businesses today are faced with the challenge of balancing
customer experience, employee engagement, and operating costs. In order to stay
competitive and achieve long-term success, companies must make strategic
investments in these areas. The year 2023 promises to be an important year for
investment priorities, and companies are already planning their strategies
accordingly.
A recent worldwide survey conducted by DMG Consulting on CX
and contact center goals for 2023 revealed that companies are staying on track
and even increasing their investments in multi-year digital transformation
initiatives. This is in line with the trend of companies prioritizing customer
experience over the past five years. However, in 2023, companies are also
placing greater emphasis on enhancing employee engagement, reducing operating
costs, and improving productivity. These goals may seem contradictory, but they
can be aligned to help businesses improve their bottom line.
To explore these investment priorities and how companies can
balance them, a May 4th webcast has been organized that will cover the
following topics:
- Primary goals and investment strategies: The top priorities
for contact centers and how companies are planning their investments to achieve
these goals. How these strategies have evolved in recent years and what this means
for companies in 2023
- Prioritizing digital self-service: Where organizations are
using conversational AI to improve customer service and reduce operating costs.
- Where contact center employees will be working from over the
next few years and what organizations need to take into consideration.
2023 promises to be a critical year for investment
priorities, and businesses must plan their strategies accordingly. By attending
the webcast on Investment Priorities in 2023 - Balancing Customer Experience,
Employee Engagement, and Operating Costs, businesses can gain valuable insights
into these investment priorities and how to balance them to achieve long-term
success. https://bit.ly/40dZsZn