What is CXi?

CXi, which stands for customer experience interactions, is a holistic approach to managing all customer interactions from any starting point across the entire customer journey, regardless of whether those interactions involve the contact center.

A CXi approach can help eliminate the shortcomings of traditional CX management, which involves dispersing responsibilities across different departments and risking suboptimal, disjointed experiences. CXi addresses the need to provide consistent experiences wherever customers begin their journeys and in every path they might follow.

What is the contact center's role in a CXi strategy?

Because so many interactions with a business involve customer service, the contact center plays a critical role in the successful execution of a CXi strategy. Primary methods for contact centers to enhance CX include the following: