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Brands risk alienating customers with suboptimal customer-experience (CX) technology. Would-be loyal customers end up frustrated while trying to converse with ineffective chatbots and contact center staff who aren’t able to resolve a consumer’s issue in one quick and easy interaction. Organizations trying to fix these issues may find it challenging to enhance existing technology or integrate third-party functionality. Brands who get this wrong can lose customers, negatively impact employee experience, and endure operational inefficiencies as they struggle to resolve customer issues. CX leaders tasked with developing a successful CX strategy need to consider the needs of 3 key stakeholder groups:

Accelerating finance transformation with the cloud

Financial leaders face a strict regulatory environment and routinely deal with highly sensitive information. They may have concerns about the complexity of migrating as well as worries about cybersecurity. But times are changing: CFO insights from the PwC Pulse Survey suggests that 48% of CFOs plan to focus on data analytics, AI, automation, and cloud to deliver both near-term operating efficiencies and long-term top-line growth. Today’s CFOs are becoming more technologically minded. Cloud-based financial planning and management solutions break down data silos, providing a comprehensive view of the business. Leaders can access real-time insights into financial performance, operational metrics, and the overall health of the organization to aid strategic decisions. As customer buying preferences evolve, transaction processes increase in complexity. Cloud-based solutions can automate billing and collections across subscription, consumption, or hybrid business models—giving customers flexible pricing options while removing much of the transactional burden from finance teams. The pace of market innovation makes quick, frictionless adoption of cloud applications critical, but inappropriate governance creates risk. A 2022 survey indicated nearly 45% of cloud software purchases take place outside of established procurement processes. Trusted cloud marketplaces enable finance teams to balance agility and risk management by quickly deploying applications without sacrificing governance and control.

How business applications powered by AWS can help

“Going forward, customer-centric business resilience will require enterprises to move beyond transactional-level experiences and tie business outcomes to relationship-based experiences that will be fulfilled by delivering customer value and trusted customer outcomes,” IDC reported in its FutureScape top CX predictions for 2023. That, according to the technology research firm, will require leveraging “strong technology foundations comprising customer data, artificial intelligence and machine learning (AI/ML), and zero trust architectures.” Companies trying to make such a transformation can find themselves overwhelmed by poorly matched tech solutions, workforce management challenges, and reliance on overburdened IT and vendor development resources. “Many organizations already have a large amount of customer voice data, order history data, as well as chat and email data, but when it’s in silos, it’s difficult to unify this information to create a 360-customer profile that will provide customer service agents a complete picture of who they are interacting with, to better understand customer needs,” says Sharjeel Noor, Worldwide Partner Leader for Customer Experience Independent Software Vendors (ISVs) at Amazon Web Services (AWS). In addition to siloed data, CX and IT teams deal with complications such as staffing churn, data quality, and limited resources. Add to the mix a generational shift away from voice to text interactions, consumer resistance to sharing their data with other brands, and the rapid evolution of generative AI chatbots such as ChatGPT. That’s a lot to manage. Not surprisingly, due to the scalability and flexibility benefits, many organizations are turning to cloud based CX offerings to evolve their customer experience strategies. CX technology vendors such as Freshworks, Genesys, and Zendesk build on AWS and integrate with AWS services to simplify implementation as well as incorporate the latest capabilities into their CX solutions. With CX solutions powered by AWS, customers can overcome siloes that fragment the customer’s total experience. These solutions are delivering tangible business results, as the following AWS Partner stories show. In less than 90 days, an online fashion retailer transformed its global contact centers — realizing a 90% improvement in uptime and a 31% abandonment rate reduction. By implementing the Genesys Cloud CX™ platform, the retailer gained real-time visibility into its performance KPIs, flexibility to handle retail peaks, and the ability to seamlessly build and embed custom solutions and AI. FreshDesk Omnichannel played a crucial role in a financial services company’s digitization journey, as it looked to leverage automation to improve customer service. The platform enabled intuitive support across all channels – phone, email, live chat, and WhatsApp. It also helped improve cross-functional collaboration and agent efficiency by giving a 360-view of the customer records and automating repetitive tasks. Meanwhile, an innovative finserv company amassed more than one million customers and successfully scaled customer service using AWS Cloud architecture and the Zendesk CX platform. Better help center documentation and automated AI responses helped drive efficiency and productivity, resulting in a 95% percent one-touch ticket rate and an automated email response time of 5 minutes or less. AWS Marketplace provides a simplified procurement process for top CX solutions, with customers reducing time spent searching and selecting vendors by 66% and time spent performing invoicing tasks by 50%. This, combined with the benefits of flexible consumption and contract models, accelerates the time between discovery and CX leaders delivering personalized customer experiences. Learn how AWS Partner solutions can transform your customer experience.

Learn how to leverage AWS Partner solutions to drive value for your business:

Adopt conversational AI to drive success

Case study: Innovating with AI at scale

Deliver CX personalization in five steps

Get the power of conversational AI from Genesys Cloud CX and AWS.

Zendesk partners with AWS to provide businesses with the scale, security, and integrations of the public cloud so that they can focus on their customers.

Freshworks has achieved an Advanced Technology Partnership with Amazon Web Services (AWS), highlighting its commitment towards innovation, improving agent productivity, and enhancing customer experience.

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Deliver differentiated customer experiences with cloud-based engagement solutions

Customer experience leaders are leveraging the cloud to deliver the speedy and personalized customer service modern consumers now expect from brands.

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Customers interfacing with a company through all stages of the buyer journey Customer-facing employees responsible for helping customers solve problems and answer questions on behalf of the company Operations teams striving to automate processes to improve efficiency and reduce the cost per interaction.