You’ve done the hard work of researching, selecting, and championing a new enterprise customer experience (CX) platform. Congratulations! But signing the contract is just the beginning. The real challenge? Ensuring your CX software is onboarded, deployed, and embraced effectively to deliver the ROI you envisioned.

Here’s the good news: With the right strategies, your CX investment can revolutionize customer interactions, drive loyalty, and boost revenue. Let’s dive into why enterprise CX matters, the pitfalls to avoid, and how to ensure your technology works for your business.

Why enterprise CX can be a game changer

Customers are less forgiving than ever, with over half switching brands after a single bad experience. Enterprise CX technology connects the dots across the customer journey, ensuring your interactions — from first click to ongoing support — are seamless, personalized, and satisfying.

When paired with tools like Guided CX (think cobrowsing and screen sharing), your team can step in to assist customers in real time. Whether navigating a tricky form or providing expert advice, this hands-on support earns trust and drives conversions. The result? Happier customers, stronger loyalty, and faster business wins.

Common pitfalls in enterprise CX deployment

Despite its potential, enterprise CX can fall short if not implemented thoughtfully. Here are eight common mistakes to avoid:

1. No executive prioritization – Without leadership buy-in, CX initiatives often lose momentum.
2. Lack of focus – Don’t spread your resources thin; prioritize what delivers the most value.
3. One-size-fits-all solutions – Rigid platforms frustrate users. Look for flexible, integrative options.
4. Missing personalization – Tailored experiences boost revenue and loyalty.
5. Not aligning with business goals – Tie CX metrics to broader objectives for greater impact.
6. Inability to show quick wins – Early successes build confidence and momentum.
7. Overlooking employee experience – Engaged employees deliver better customer experiences.
8. Siloed data – Unified data creates a smoother, more cohesive customer journey.

By addressing these challenges, you can unlock the full potential of your CX investment and build a program that drives tangible results.

Learn how to maximize your CX ROI

Your CX journey doesn’t have to end with deployment. Learn actionable strategies to get the most out of your investment by downloading our free ebook: Deriving ROI from Enterprise CX Technology.

Frequently asked questions

1. What is guided CX?
   Guided CX refers to tools like cobrowsing and screen sharing that allow employees to assist customers in real time. These tools enhance personalization, build trust, and drive conversions.
2. How do I align CX goals with business objectives?
   Start by identifying key metrics that matter to your organization, such as customer retention or revenue growth. Then, design your CX initiatives to directly influence those outcomes.
3. What’s the best way to address employee experience?
   Empower employees with the right tools, training, and support. Engaged employees are more likely to deliver excellent customer experiences.
4. Why is data unification so important?
   Siloed data creates disjointed customer experiences. A unified data approach ensures seamless interactions and a comprehensive view of the customer journey.
5. What capabilities are essential for successful enterprise CX?

There are a lot of factors, including shared vision, clear governance, a culture of collaboration and alignment, metrics and KPIs, and continuous improvement. Download our ebook where we break each of these down.

6. What is the ROI of Glance Guided CX?

An independent study found that Glance Guided CX delivered a 394% return on investment.