Take the Improving Your Customer Experience Quiz!


Every organization wants to deliver exceptional and magical customer experiences. To do that, you need a complete, unified platform for customer experience across the entire journey. That solution typically requires integrated applications, all built on a common foundation, with capabilities for collaboration, calling, messaging, artificial intelligence, and more.

But reimagining customer experience and employee experience can be challenging, requiring you to consider new approaches in customer contact centers that align with your business goals. You likely need to reevaluate your unified communications (UC) and contact center (CC) platforms to understand how to can improve the experience—and reduce costs.

Take this Improving Your Customer Experience quiz and identify the issues that are most important to you. We’ll instantly deliver content to help you achieve your key customer experience goals!



1. Where are you in your customer experience (CX) journey?

We are held back by our legacy, on-premises call center

We need to align stakeholders on the value of unified employee experience (EX) and CX technology

We need to reimagine our customer experiences

2. What is your main goal in improving your CX? We want to:

Reevaluate our UC and CC platforms to solve for EX and CX

Effectively resolve customer issues quickly

Interact with customers via their preferred digital channel

3. What’s your biggest CX management challenge?

Lack of technology modernization and innovation

Finding a single-vendor offering that integrates with existing hardware

Inability to scale to meet demand

4. Why is improving your customer experience important to your organization? We want to:

Deliver exceptional and timely service to customers to maintain high customer satisfaction scores

Enhance customer data to improve lifetime value

Automate where possible so agents are more efficient

5. What would be the biggest benefit of a single-vendor UCaaS and CCaaS solution?

Reduced costs and improved support

Optimized efficiency and scalability

Exceptional and personalized customer experiences

6. What’s the most difficult obstacle to the digital transformation of your CX solution?

Aligning multiple stakeholders

Inability to roll out enhancements quickly without coding

Showing the business justification and ROI of technology

7. What do you wish your current CX platform could do differently?

Avoid unnecessary downtime

Improve EX/CX while reducing administrative costs

Allow us to listen and more easily adapt

8. What would jumpstart your move to improve your CX platform? We need to:

Have a clear understanding of business outcomes

Understand the ROI of smart contact center technology

Find a solution that “ticks all the boxes” for offering exceptional CX

9. What would you most appreciate in a CX solution?

A platform that leverages AI to help our service agents work more efficiently and productively

Simplified management and having a strong relationship with a single CX provider

Technology that allows us to easily add customer communication channels

10. What are the likely consequences for your organization if you don’t improve your CX process?

We won’t be able to innovate

We’ll experience more contact center downtime

Customer and agent churn