Guest Blog: Winning Tactics for CX Vendor Selection

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives.
When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Get it right, and you give the initiative the very best chances for success. Get it wrong and, at best, you are in for a tortuous journey with an uncertain outcome – you may even be forced to restart the process at twice the cost.
Once seen as a competitive advantage, CX is now evolving into a survival imperative that is especially applicable in the demanding world of telecoms. A world in which service provision is expected without interruption at any point and the customer experience is expected to be delivered seamlessly and intuitively.
It is easy for CX professionals to