Customer Experience (CX) software suites from technology providers aim to provide businesses with a seamless experience across marketing, sales and service, offering a single view of the customer. On the other hand, customers must deal with a fragmented CX technology stack that can contain upwards of 29 disparate point solutions.
The gap between what suite software can deliver and what customers already experience creates a new opportunity – orchestrating customer engagement. This entails balancing new and legacy technologies to enable agility and collaboration in customer journeys, deliver actionable insights, predict future outcomes and create continuous innovation. Constellation believes the future of CX is in orchestrating engagement.
This report examines the reasons why existing CX solutions struggle to meet customer expectations and shows how orchestrated engagement overcomes today’s challenges. It highlights use cases in healthcare and life science and provides recommendations on how to get started on orchestrating customer engagement.