Key Customer Engagement Strategies for 2022:
Leveraging Emerging Technology to Enhance Employee and Customer Experiences
for the Next 24 Months

The responses to the survey questions will be used as the foundation of the overall discussion.

Question Title

* 1. Please enter in your information below. Thank you!

Name:

Company:

Title:

Email Address:

Phone Number:

Question Title

* 2. With respect to your overall IT environment, how do you prioritize investment initiatives?

Business partner drafts and submits business case with perceived ROI

Analysis of business event and user activity data to quantify true cost and ROI

He/she who screams the loudest wins

Question Title

* 3. Are you confident that you are GDPR and CCPA compliant right now?

Yes

Question Title

* 4. Is integration across cloud, thick-client and legacy applications an enterprise priority?

Yes

Question Title

* 5. Improving customer satisfaction and loyalty is a key technology investment driver. In your contact center solutions, do you know when to use a bot or when to use a human?

Yes

Question Title

* 6. Employee engagement is critical for effective customer care. How effectively are you measuring employee effort and identifying friction points?

Very effectively

Somewhat effectively

Not at all effectively

Question Title

* 7. How confident are you that your CX strategy is meeting your customers' expectations?

Very confident

Somewhat confident

Not at all confident

Question Title

* 8. Enterprise data is growing exponentially. Are you implementing any of the following types Machine Learning / AI to help make this actionable?

Natural Language Processing

Cluster and pattern analysis

Determine next action (predictive Deep Learning)

On roadmap, but not yet kicked off

Question Title

* 9. What business goals are you trying to achieve through process analysis?

Ensure RPA return on investment

Business Transformation

Reduce headcount

Question Title

* 10. How do you measure and quantify employee performance?

Surveys

Manager reviews

Activity data mining and analysis

Question Title

* 11. Which employee volatility indicators are priorities?

High performers at risk of leaving

Missed training opportunities that align with strategic vision

Toxic employees disrupting operations

Incorrect bonus and compensation packages based on incomplete information

All of the above