Welcome to CXinnovations!

The market has been rampant with the virtues of omnichannel contact centers and how, if properly implemented, they will result in delighted customers. Everybody is mapping their customers’ journeys across their organization. And there’s a host of mature technologies to answer every business need.

We’re living in exciting times, right? Well, reality is a bit more nuanced. As always! Large organizations ask for agility, but at the same time they demand fixed cost solutions that lead to a rigid waterfall development process. To minimize risks, migration projects usually replicate legacy systems, and they often take years to complete. And more often than not, the business wants to demonstrate a ROI before embarking on new channel or technology integration. But at the same time, the various lines of business and marketing people want to try out the latest technologies to see how they could improve the overall customer experience and differentiate themselves from the competition.

Approaching customer contact center projects the right way, and ensuring they are taking into account the global business & omnichannel strategies can have a tremendous impact in the long term. We know! We’ve been there. And we want to share our experience with you.

Welcome to CXinnovations, a blog dedicated to sharing Nu Echo’s collective experience and lessons learned in CCC projects. The blog will cover a variety of themes that present the realities of the omnichannel customer contact center and their challenges, and provide specific insights into how to successfully deliver CCC projects. Here are some examples:

• Agile development in the age of omnichannel contact centers.
• Great use cases for omnichannel contact centers.
• Overlooked aspects of customer contact center projects.
• The role your voice channel plays in omnichannel customer service and loyalty.
• The business value of automated testing.
• Trends in omnichannel contact center innovation: AI, chatbots, NLP, etc.
• And more!

By following this blog you will hear from some of our professional services consultants, technology wizards, innovations lab experts that will help inspire you in your CCC solutions choices. Writers of the blog include Nu Echo’s CTO, Dominique Boucher and our CEO, Yves Normandin, with contribution from other associates. And expect some more to join our team over time!

Those who have worked with us know we always do things in line with our client’s best long-term interests. And we experiment with the new shiny technologies to help you make more informed choices and better leverage them. This blog will be no exception! Only expect hints, insights, and advice that have stood the test of time and the harsh reality of large contact center deployments. That’s what CXinnovations is all about!