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How is Cloud Technology Influencing Customer Experience Management?

By CIOReview | Tuesday, June 30, 2020

In an organization, each task is categorized under a separate department, and therefore for interacting with the customers, there is a different department. And cloud computing helps companies that want to make their CX management an effective one.

Fremont, CA: Cloud technology is fundamental for companies to take their CX management to the next level. According to a study it was brought to light that brands that master their customer experience as a part of a digital transformation experience several vital benefits like, 94 percent greater annual increase in customer lifetime value in comparison to the business that struggles with digital transformation, better profit margins, 10.3 times more yearly increase in customers satisfaction rates. Here are two important points to note about the role cloud technologies play in driving digital customer experience success.

Affordable best-in-class adoption and lower the demand for IT

The best-cited cloud technology benefit is that it allows brands to invest in CX solutions, which they would not have been able to afford otherwise. With the help of cloud applications, brands can predict the cost of an application without incurring a massive upfront cost for incorporating that technology. Additionally, considerable savings in areas like hardware and IT support also allows making the cloud-based customer experience solutions more affordable. Speaking of the traditional deployments, businesses often rely on IT to maintain and manage those applications. With a cloud infrastructure, brands minimize reliance on IT and therefore facilitate them to focus on more strategic objectives.

Embracing Diverse Cloud Solutions

There is a range of solutions that can be considered when brands migrate towards a cloud-based CX technology. With a Software-as-a-Solution (SaaS) product, an application is hosted on a third party’s premises, and that third party is responsible for managing it. Hosted cloud enables those applications to be governed by the IT team, limiting the deployment costs.

With a hybrid cloud, the solution offers a mix of maintaining some brand data and applications internally, while keeping applications other externally. Finally, with a private internal cloud, a brand primarily builds a cloud infrastructure on their premises.

See also: Top Cloud Consulting/Service Companies