Upgrading to a data-driven, omnichannel customer experience (CX) in the cloud involves far more than technology alone. Among the components that contribute to a company’s ability to successfully transform its CX is leadership alignment, which involves a shared conviction in a project’s goals, goal-setting, training, and experimentation. While a cloud CX contact center solution like AWS Connect is a big enabler of change, it cannot be pursued in isolation from a company’s culture and processes.
View this video that describe four key aspects of leadership alignment displayed by companies that have had tremendous success transforming their CX. These aspects of leadership alignment include:
- Senior leadership alignment and shared conviction
- Set a top-down aggressive goal
- Train your builders
- Don’t let paralysis stop you before you start
The presentation includes an overview of Amazon Connect and features including Amazon Poly, Amazon Lex, Contact Lens, and Lambda. Plus, two customer case studies that are examples of how AWS customers are applying the components of leadership alignment and the enabling AWS CX technology to embed CX in perpetuity.