| |JUNE 202219CREATING A UNIFIED TX IS CRITICAL SINCE IT MINIMIZES THE TIME, COST AND REDUNDANCY OF SERVING BOTH INTERNAL AND EXTERNAL CUSTOMERS, ALLOWING FOR COMPANY-WIDE BENEFITSUnified Communications as a Service (UCaaS) is KeyThe backbone of both the employee and customer experi-ence is communication. Only the correct communication tools will suffice for firms focused on TX. That is because isolated applications may exacerbate fragmentation and reduce efficiency, both of which are huge roadblocks to TX. The number of business applications used by enterprises of all kinds is increasing; approximately 10 percent of com-panies use more than 200 distinct apps. This app bloat has implications, even if each individual solution delivers vital functionalities, 69 percent of workers say they lose an hour a day switching between different digital solutions, and 56 percent say having to search for information across many applications disrupts their productivity.However, with TX, the employees and customers will be directed to one single window. This will not only boost their productivity, but also will also open the way for effective communication. For example, Dominos has developed a method in which a consumer may place an order for food using their mobile app, and then go to the designated chain and pick-up their meal within the allotted time, obviating the need to wait in line.Business is More Remote, Virtual & DistributedTX aims to find intersections between customer, employee and user experience in order to assist businesses in deploying the most effective solutions that will move the needle across the board. Due to the changes and limits put on digital companies and the corporate world at large over the last year by the COVID-19 epidemic, internal and customer-facing operations have grown more remote, virtual and dispersed than ever before, thanks to lockdowns and the requirement to operate remotely. However, the transitions of 2020 will simply amplify tendencies that have been developing in the digital industry for some time ­ from Amazon to established software & hardware firms to startups ­ distributed workforce models have been a geographical requirement as well as a cost-cutting measure. The demands of satisfying customer and employee requirements & expectations while overcoming distance issues aren't going away, especially with many high-tech businesses stating that remote work is here to stay.In the FutureIn the foreseeable future, proper implementation of TX will not only enhance the customer experience, but also will provide the employee a better environment to work in. Big brands will find a way to amalgamate customers and employees into one page, and this will be the feature that will set a big time difference between a good brand and great brand.
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