5 Ways to Choose the Right Technology Partner That Can Make or Break Your CX Initiatives

The CX landscape

Before we begin, let’s get two facts out of the way as they are quite obvious at this point in time. 

One, customer experience (CX) is a critical component of business growth. 

Two, AI, with all its hype, is starting to play a significant role in enhancing CX initiatives of businesses, but it comes with its risks. 

IDC’s latest white paper commissioned by Sprinklr, "AI Everywhere drives intelligent experiences for the contact center and marketing functions," echoes both these points. In the rapidly evolving landscape of CX, businesses’ ability to derive value from data and insights using AI and GenAI will become their competitive edge.  

However, the path to delivering AI-powered CX is not without its fair share of challenges.  

Two of the biggest challenges that businesses have stated in the whitepaper are the lack of skilled staff (~45% in both marketing and contact centers) followed by the high cost of implementing AI (nearly 40% again). 

It’s understandable why these are the biggest challenges. So far in their journey of digital transformation, businesses have put in significant effort to hire, train and upskill their staff in their transition to using digital channels and cloud-based technologies.  

Enterprises after investing heavily in upgrading their tech stack to scale operations, are now having to adopt a whole new technology in GenAI. With the technology still evolving, GenAI comes with potential risks of inaccuracy of output and data security and privacy concerns among others.  

Choosing the right technology partner, therefore, to address these challenges becomes crucial in a business’ journey to deliver effective AI-powered CX. But how do you ensure that your chosen partner not only meets your immediate needs but also aligns with your long-term goals?  

5 ways to choose the right tech partner

We've identified five crucial factors that business leaders should consider when selecting a tech partner. These considerations are designed to help you make informed decisions that will drive value, streamline implementation and secure your data — all while paving the way for a transformative customer experience. 

1. Keep implementation costs low: the foundation of financial prudence

One of the primary challenges businesses face is the cost associated with implementing new technologies. The white paper highlights that vendors who can manage implementation costs and deliver value are often viewed more favorably. When selecting a tech partner, it's crucial to understand their cost structure and how it aligns with your budget. 

💡Pro tip:  

Look for partners who offer transparent pricing models and are willing to work with you to identify the most cost-effective solutions without compromising on quality. A partner that can provide a clear ROI roadmap will help you justify the investment to stakeholders and ensure that the financial risks are minimized. 

2. Opt for industry-specific solutions: tailored to your unique needs

In the quest for improved CX, one-size-fits-all solutions rarely work. Enterprises need technology partners that offer industry-specific, verticalized solutions to address their unique challenges. According to the white paper, tailored offerings enable better adoption and scalability, making them a critical factor in your decision-making process. 

💡Pro tip: 

Seek out partners with a proven track record in your industry and ask for case studies or references from similar businesses. A partner who demonstrates a deep understanding of your sector's nuances will be better equipped to provide solutions that resonate with your specific CX goals. 

3. Address skills gap: building a bridge to success

The rapid pace of AI evolution has created a significant skills gap in many organizations. The white paper emphasizes the importance of choosing vendors that can ease these skill challenges. A tech partner should not only provide the tools but also the training and support necessary to maximize their potential. 

💡Pro tip: 

Opt for partners who offer robust training programs, either through their professional services teams or partner-led initiatives. This support is crucial for empowering your team to effectively use new technologies and drive the adoption of innovative solutions across your organization. 

4. Look for flexible pricing models: aligning costs with outcomes

Traditional pricing models often fall short in aligning the cost of technology investments with the desired business outcomes. As noted in the white paper, flexible pricing models, such as outcome-based pricing, create a more equitable value exchange between vendors and their customers. 

💡Pro tip: 

Consider partners who offer creative pricing structures that tie their fees to performance metrics aligned with your strategic goals. For example, you might explore a pricing model where charges are incurred only when specific AI-driven outcomes, such as improved customer satisfaction or higher conversion rates, are achieved. This alignment not only mitigates risk but also assures you that your partner is as invested in your success as you are. 

5. Ensure data security and compliance: safeguarding trust

Data security and compliance are non-negotiable when selecting a tech partner. Enterprises must prioritize vendors that demonstrate robust security measures and a commitment to compliance, as outlined in the whitepaper. This includes customer data encryption, role-based access controls and comprehensive privacy policies. 

💡Pro tip: 

Inquire about your potential partner's certifications and compliance with industry standards, such as GDPR or CCPA, and request details on their data protection practices. A partner who takes data security seriously will not only protect your customers' sensitive information but also enhance your organization's reputation and trustworthiness in the market. 

Empower your CX journey with the right partner 

Choosing the right tech partner is a pivotal step in transforming your CX. By focusing on managing implementation costs, seeking industry-specific solutions, addressing skills gaps, embracing flexible pricing models, and ensuring data security and compliance, you can set your organization on a path to success. 

Remember, the goal is not just to adopt cutting-edge tech but to harness it in ways that deliver tangible value and drive meaningful outcomes for your business. With the right partner by your side, you can navigate the complexities of AI adoption with ease and create a customer experience that truly sets you apart. 

For more detailed insights and survey results, download the white paper here.