Balancing CX with operational efficiency has become a greater imperative for organizations weathering the storms of
disruption in the current macro environment —issues such as inflation, flattening customer growth, waning customer
loyalty, and staffing shortages. Customer-centric future business resilience will require enterprises to move beyond
transaction-level experiences and anchor business outcomes to relationship-based experiences. Bridging these dual
enterprise priorities —CX and operational efficiency —can be a pathway to achieve both equally. Many organizations
report that an increase in efficiency, particularly in the customer care environment, results in a better customer
experience. Many enterprises also face challenges during execution and implementation of CX initiatives (see Figure 2).
Enterprises recognize the need to be customer centric, but achieving customer centricity at an enterprise level continues
to be a struggle.Additional issues include the data challenge and the proliferation of CX tools. According to IDC's Global
DataSphere forecast,the volume of data in the world, which is currently at over 100,000EB, is expected to double by
2026. Data complexity is compounded because of the existence of data silos in enterprises. As business models
increasingly shift into a digital-first construct, unified, holistic customer data is an imperative to deliver contextually
relevant and intelligent experiences. For enterprises already grappling with talent gaps and limitations in employing a
digitally savvy workforce, the current staffing shortages add more strain.
