Gartner video The Why, What and How of Delivering the Optimal Customer Experience. Watch Now!
Around the world, enterprises are heading to the cloud. The global cloud computing market is on pace to reach $270 billion by the end of the decade, representing a compound annual growth rate of 30 percent between 2015 and 2020, according to Market Research Media. This shift is happening for good reason: The benefits of cloud computing include everything from cost savings to improved data accessibility to better cybersecurity and beyond.
However, despite how widespread and rapid cloud adoption has been, enterprises have not yet fully embraced cloud solutions in every capacity. There’s a big difference between simply using a cloud-based service and committing completely to a native-cloud offering. For various reasons, enterprises have demonstrated a greater willingness to make the leap to native cloud in some domains, such as customer relationship management and email, but not others. The result? Companies are missing out on major opportunities to maximize their cloud advantages.
Customer communication management and customer experience management are a case in point. While there are a number of cloud-based CCM and CX offerings on the market, these fail to fully leverage the benefits of cloud computing. For that, you need a “cloud-only” solution, like Doxee.
There are a few reasons why cloud-based CCM and CX solutions fall short of native-cloud offerings, but the most overarching is this: Native-cloud CCM and customer experience management solutions allow you to focus only on what matters to your business. With cloud-based offerings, that’s not the case.
That’s largely because, with a cloud-based solution (CCM/CX or otherwise), enterprises typically just move their workloads into cloud environments. That certainly offers advantages, as it’s more cost-efficient to rely on the cloud than on-premises computing. But when this is the case, the enterprise remains responsible for managing IT for the cloud services. That includes everything from overseeing databases to tracking usage to handling provisioning, automation, and more.
That’s not what you want to worry about when it comes to CCM or CX. You want to be able to focus exclusively on delivering the best possible information and experiences to your customers, and any time or resources your company devotes to IT management detracts from that commitment.
With a native-cloud CCM or CX offering, on the other hand, all of this IT management, along with workloads, are outsourced to the service provider. This provides a much higher degree of freedom and flexibility, enabling enterprises to experiment with new customer engagement initiatives freely and quickly through a bimodal approach to IT (a topic we’ll explore in greater depth in a future blog post).
As mentioned above, adopting native-cloud solutions is rare in the CCM and CX space, but that’s not the case for other business processes.
Consider Salesforce, for example. The CRM solution provider is one of the largest cloud computing companies in the world, with countless enterprises fully embracing its solutions. And those solutions are native to the cloud. That allows Salesforce clients to work with authorized partners to develop unique CRM applications quickly and to offload IT management to the service provider. Because it’s a native-cloud solution, Salesforce is ready-made, customizable and end-to-end.
Doxee’s native-cloud CCM/CX solutions operate on the same principle and offer the same types of advantages in an area where the benefits of cloud computing tend to go underutilized. With Doxee, that no longer needs to be the case. You can explore and embrace the best possible customer experience management approaches for your enterprise, without depleting your IT team’s invaluable time or resources.
Stay tuned for a deeper dive into why native-cloud CCM and CX represents a natural pairing for Gartner’s Bimodal IT model, and what advantages that approach has to offer.
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