CX software is not a plug and play IT solution. Its implementation requires a deeper analysis of business processes and project approach. Many companies want to take this opportunity to radically redesign their business processes. Some of the most important factors can be classified into three groups:
- Technological factors: Technology development has created new prerequisites for increased adoption of CX systems—integration with other business applications enables the user to access all relevant data from one IT system alone; user interface improvements and access through various devices (smartphone, tablet) bring insight into information in an intuitive way without having to run complex reports; integrated mechanisms for establishing business rules automate manual activities and the like...
