What is Customer Experience Transformation?

In today’s business landscape, customer empowerment is paramount. The Customer Experience Transformation strategy is the key to fostering lasting connections with your audience.

Personalization is no longer a luxury, but a necessity. Our approach to Customer Experience Transformation ensures that every step of your customer journey is imbued with a personal touch, guarding against potential customer churn. Today’s customers assess businesses based on their seamless interactions and communication ease, making friction a potential deal-breaker.

While Customer Service focuses on reactive interactions, Customer Experience Transformation takes a proactive stance, enveloping the entire Customer Journey. This transformation is rooted in personalized engagement and customer experience automation, recognizing that modern customers demand tailored experiences. Explore how Customer Experience Transformation can revolutionize your business relationships, nurturing trust and excellence at every stage.

Exclusive from Five9 CX Summit

The pandemic accelerated the digital migration for many companies. One of the most important customer experience transformations that an organization can implement is for its contact center.

Many organizations that did pivot, either to a partial or full legacy system replacements, or to a full or hybrid cloud-based model that integrates with on-premise technologies. These organizations still face significant Agent and Customer Experience gaps, causing a frustrating interaction environment.

Listen to our Managing Director of Customer Experience Transformation, Karl Fischer, as he talks about delivering seamless customer experiences across multiple channels and products. A customer experience automation across an organization can help in delivering the right CX.

Uncover the secret to harnessing and mobilizing customer experience solutions like Five9. The key to a superior Customer Experience is a with keen focus on the Agent Experience.

Contact our Customer Experience Transformation Consultants

Customer Experience Transformation

Contact Center Solutions & Services

Foundationally enhance your contact center with customer experience transformation

  • Full contact center assessment
  • IVR clean-up and consolidation
  • Intelligent Virtual Agent (IVR) design and build
  • Agent Assist design and build
  • Telephony/CRM integration
  • Salesforce expertise
Seamless mobile experience for customers
Customer Experience Consultants

CRM Solutions

Customer experience automation optimizes sales and customer service

  • Improve First Call Resolution (FCR) results
  • Simplify the agent workflow
  • Eliminate manual processes
  • Salesforce expertise and in-house engineers

Salesforce Professional Services by DecisivEdge

Workforce Management

Customer experience transformation improves operational efficiency

  • Increase forecasting accuracy
  • Optimize staffing schedules
  • Achieve contact handling metrics
  • Deliver on your brand promise

SimpliTalkCX – Workforce Management Software

Customer Experiance Consultants
Customer Experience Consultants

Data & Insights

Develop actionalble insights

  • Develop or enhance an enterprise data management program
  • Organize historical and real-time operational and financial data
  • Analyze data to drive predictive and proactive insights and engagement


Leverage the power of speech analytics with customer experience automation

  • Develop and refine customer intents
  • Identify agent success language
  • Improve agent sales/service skills
  • Automate quality and compliance processes
Customer Experience Consultants
Contact center Consultants

Business Process

Carefully designed and continually optimized

  • Align business goals and customer expectations
  • Develop and implement contact strategies
  • Leverage technology and insights to achieve business goals and customer experience expectations

Case Studies




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