Today’s customers value the customer experience above all else, and bad customer service costs money. Very few companies have built their communications infrastructure to drive best-in-class customer experiences. Organizations that still use traditional methods for phone, meeting, collaboration and contact center communications need to modernize how they interact with customers, through one system of engagement.

This report examines:

• Reasons why organizations struggle to meet customer expectations
• How a modern communications platform is vital to boost brand relevance in the digital era
• Examples of organizations that put the customer and employee experience first
• Recommendations for evaluating communications platform providers