More software solutions than ever before are available in today’s faced paced system and vendor landscape. New solutions continue to grow and existing ones change. Especially, in the new areas of omni-channel management and customer experience this trend is evident. New functionalities like social media integration become relevant and require different features and solutions.
In addition customers’ as well as business users’ expectations towards systems are raising.
A seaming less customer experience is no longer a differentiator, but a prerequisite. Usability and personalization cannot be neglected as “nice to have” features any longer and integration becomes even more crucial than previously.
Taking the right direction for a future platform for digital customer experience management is not an easy task under these circumstances. Software demonstrations always look nice and shiny, but does the solution really work in the specific environment?
To decide for the customer experience management platform of the future a system demonstration is normally not enough. This decision should be made on a solid basis to give the business and IT confidence in the new solution and convince the management that it is worth the investment. So, what are the right steps to identify the right software solution?