X Marks the Spot: Employees Company-wide Support the Customer Experience via XCaaS

Summary Bullets:

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G. Willsky

• In combining UCaaS and CCaaS, XCaaS acknowledges that ultimately, employees from all parts of an organization jointly drive the customer experience.

• While the term “Customer Experience as-a-Service” sounds like a gimmick, cloud-based communication, collaboration, and customer service technology are firmly entrenched and will remain so.

XCaaS = UCaaS + CCaaS

On the surface, this equation may resemble algebra, trigonometry, or an amalgam of the two. But you won’t spot it in any mathematics textbook.

Instead, this summation depicts an alchemy that has arisen from the COVID-19 pandemic. The pandemic has driven much higher usage of UCaaS (i.e., Unified Communications as-a-Service) and CCaaS (i.e., Contact Center as-a-Service) solutions which in turn has created a hyper-focus on employee communication and collaboration as well as serving customers. In combining UCaaS and CCaaS, XCaaS (i.e., Customer Experience as-a-Service) is an acknowledgement that every employee ultimately serves the customer, both those who are customer facing and those who are not, and facilitates communication and collaboration between those two universes to optimize the customer experience.

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