SMBs
BY NICHOLAS CLAPPER, CLOUDLI
32 CONTACT CENTER PIPELINE
HOW TO DELIVER EXCELLENT CXs PRIORITIZING ON THE“ BIG FOUR” ELEMENTS.
As we go through 2025, one thing is clear: the relentless focus on a constantly improving customer experience( CX) isn’ t going anywhere.
While CX has been the“ North Star” for many businesses for decades, the technologies that enable them to keep the customer at the heart of what they do have evolved tremendously over the last five years.
However, these innovations haven’ t impacted all businesses equally. The small and mid-sized business( SMB) segment has been left behind as the reality of implementing these CX“ best practices” runs up against the reality of SMB operations.
THE CX CHALLENGE
At the core of the matter, customer experience / contact center solutions are
... CUSTOMERS EXPECT ENTERPRISE- GRADE SERVICE: EVEN WHEN THEY’ RE DEALING WITH A MOM-AND-POP SHOP... HOW CAN SMBs DELIVER...?
ILLUSTRATION PROVIDED BY ADOBE STOCK
not one-size-fits-all. The needs of enterprise and SMB organizations can vary wildly. But most contact center solutions on the market today are designed for an enterprise-class customer, with expanded tool sets that collect more and more data.
Implementing and managing these solutions is an outsized task for many SMBs. But their customers expect enterprise-grade service: even when they’ re dealing with a mom-and-pop shop.
So, the question that must be answered is this: how can SMBs deliver an enterprise-grade CX without the enterprise-level cost or complexity?