June 20186 Every organization says that their patented products or exceptional services differentiate them in the marketplace. However, the key differentiating factor for businesses is not just the product or service they offer, but how they offer it. In a time when online stores can be launched in minutes and industries can be disrupted in weeks, customer experience has become the new battleground for market share and customer stability. Enhancing convenience for customers has always remained an opportunity and challenge for businesses. The challenge is to offer a customer experience that is reasonable, significant, and sustainable. The opportunity lies in creating a customer experience that encourages loyalty, enhances satisfaction, and generates revenue for the years to come. Today, these efforts are underpinned by innovative contact center solutions that personalize the customer experiences. Gone are the days when customer services were restricted to face-to-face or voice-to-voice interactions. Today, organizations are modernizing their strategies and making a move towards a digital contact center. The proliferation of technologies like artificial intelligence and unified communications has played an imperative role in raising the standards of customer experience and services. Contact center vendors are combining voice, mobile, video, and online channels to convey a highly personalized and impeccable customer experience. While cloud communications and virtual agents are on the minds of most of the businesses, social media presence has become a necessity and more crucial than ever. With such innovative technologies, business professionals are shaping up their approach towards delivering the best of contact center services to their customers. In this edition of APAC CIO Outlook, we are featuring a list of companies that offer innovative contact center technology solutions to help businesses optimize their services and deliver a better customer experience. Write us your thoughts.Annie JohnsonManaging Editoreditor@apacciooutlook.comAnnie Johnson To subscribe to APACCIOOutlookVisit www.apacciooutlook.comArt & GraphicsAmelia StewartFlynn SmythToby LangtonGokul K GSenior WritersManaging EditorAnnie JohnsonAsst. Managing EditorShikha PatraCopyright © 2018 ValleyMedia Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.JUNE - 06 - 2018, Volume 04 SE 15 Published by ValleyMedia Inc.EditorialContact Center: The Backbone of Customer ExperienceLane Adams Clara MathewRoyce D'SouzaEditorialAlfred MardinLouis BeckerRachael ClarkRoy Chow*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffEmailsales@apacciooutlook.comeditor@apacciooutlook.commarketing@apacciooutlook.comContact usPhone: 1 510.996.5168Fax: 510-894-8405
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