You’ve probably heard the saying, “You can’t take it with you,” which cautions against hoarding wealth and possessions you’ll ultimately leave behind. In line with that perspective, many people would rather make memories than acquire objects. The majority of consumers worldwide (76 percent) prefer to put their money toward experiences instead of material goods, according to a 2019 study conducted by the advertising agency Momentum Worldwide.
Additionally, between 2012 and 2019, the portion of customers who feel it’s vital for brands to improve their mood rose from 23 percent to 86 percent. For businesses looking to stay relevant and competitive, that focus on experience means how you make your clients feel matters as much (if not more) than the product or service you’re selling. Today’s consumers don’t just want a useful gadget; they want you to make their days better and lift their spirits.
That can be a tall order, especially when the customer experience (CX) spans numerous communication methods such as voice, webchat, texting, and social media. To simplify the process, some cloud solution providers have begun offering Experience as a Service (XaaS) solutions that leverage data, artificial intelligence (AI), and engagement capabilities to help businesses deliver personalized and empathetic service across all channels.
What is Experience as a Service?
With the right XaaS solution, your organization can efficiently deliver individualized customer experiences at scale, according to Genesys, one of our trusted partners and a pioneer in the XaaS space. Their vision of Experience as a Service includes the following key elements:
- Empathy as an essential foundational element serving as the bedrock of strong relationships, loyalty and trust.
- Personalized service that makes your customers feel seen and heard.
- Employee and client data (historical and behavioral) gathered from your contact center solution.
- Artificial intelligence that analyzes data, automates processes where possible, predicts the trajectory of customer interactions, and recommends the best course of action.
- Predictive engagement tools for your marketing, sales and service departments to help your team members anticipate and meet clients’ needs before they even reach out for assistance.
With all these elements combined in an XaaS offering, your company can gain the knowledge and tools needed to deliver the authentic experiences your clients want, whether they’re calling to speak to a customer service agent about an issue or sending a quick query to a chatbot on your website.
Find the best experience-enhancing solutions for your business
If you’re interested in learning more about Experience as a Service (XaaS), our trusted technology advisors can help you. We can evaluate your current environment, needs and goals to determine if CX-enhancing solutions from Genesys or another supplier in our extensive partner network could benefit you. By leveraging advanced tools, we can quickly generate objective comparison matrices to speed up the process of identifying the best products and services.
Don’t let lackluster CX hold your business back. Take the first step toward better experiences and stronger client relationships today by calling 877-599-3999 or emailing firstname.lastname@example.org.