Transparency is needed in the customer journey, from the first dialogue about procuring to any kind of retention and even termination. The customer needs to know all the steps required and transactions done. Employees across your organisation need access to all relevant data as well as analysis of data and recommendations based on the analysis.

The extent of CX is a strategic issue in any C-suite and a tactical priority for leaders on all levels. Technology enables efficient processes and workplaces by creating transparency throughout the business processes.

This IDC Nordic Analyst Perspective focuses on trends in digital transformation and technology, which helps decision-makers in businesses to understand CX from a Nordic perspective. Genesys sponsor the document and a couple of Nordic case stories will be used to show the value of a CX approach driven by efficiency and automation.