It’s not business as usual anymore, and IT teams in particular are feeling it.
As budgets shrink and customer journeys grow in complexity, IT teams face tremendous pressure to find technology that is cost-effective for the business while still being valuable for customers.
So IT teams must be intentional and strategic about the customer experience (CX) technologies they invest in. This explains why the planning and writing of the RFP alone can take upwards of three months. While the careful examination and assessment of individual features is necessary, IT teams can often get lost in these specifics and forget the purpose of the evaluation.
