Part 2: Contact Center Modernization Survey

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Please complete the following questions to share your perspective on contact center modernization.

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1. How do you rate your contact center’s orchestration of customer journeys across digital channels?*
2. Which of these challenges do you face in implementing technology-driven CX improvements? (Choose up to 3)*
3. Which advantages of migrating contact center operations to the cloud are most attractive to your organization? (Choose up to 3)*
4. How ready is your organization for AI-driven CX?*
5. What operational CX improvements do you want to achieve with AI-powered experience orchestration? (Choose all that apply) **
6. Which emerging technologies are you considering to enhance your future CX? (Choose all that apply)*
7. How would you rate your contact center’s ability to withstand disruption, such as downtime or outages?*
8. What is your primary challenge in achieving operational efficiency in your contact center? (Choose up to 3)*
9. To what extent do you use automation to improve your contact center’s operational efficiency?*
10. How confident are you in your contact center’s ability to deliver a competitive CX over the next 3-5 years?*

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