The Truth About the Perfect CX Tech Stack

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When it comes to putting together a tech stack that fulfills—or exceeds!—your customer experience (CX) dreams, one size does not fit all. A good CX tech stack features robust front- and back-end technologies that facilitate optimal output. But how do you decide what’s suitable for you and your company?

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The rapidly changing world of CX can be overwhelming, and with the way that new technologies seem to be springing up by the minute, it’s tempting to follow along with all the latest trends and fads. But just as in fashion and music, trends come and go.?

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Keeping up with the times is?essential for organizations pursuing long-term consumer relationships in the evolving future. However, not all of the newest, shiniest things benefit your organization. So, let’s look at three points to consider when assembling the right tech stack for your organization:?

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1.???? You need to prioritize.?Grasping at whatever’s available is a method for desperate times, not for when you’re trying to show your customers—and your employees—that your company can adapt and evolve smoothly.

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Before committing to any new part of a tech stack, consider the goals of your organization: what’s important to you and your team in terms of technology? What do you see as a relevant key investment opportunity? Though it may sound obvious, intention-setting is an essential part of intelligent decision-making that is often overlooked. By focusing on what genuinely matters to the organization, you can determine what would support your overall vision and what might be new things for the sake of new things.?

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2.???? You need to identify your resources.?This covers a few areas, but the first and simplest is the budget. How much can you invest? Is your company flexible enough right now to consider multiple opportunities? At the end of the day, everything costs something, so you have to know what you’re working with before taking any leaps.?

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This point also refers to resources in terms of existing technologies and systems – a quick audit can save a lot of time and prevent confusion. Before slotting in anything new, assess your current tech stack and search for gaps, as well as for any elements that can be brought into the new stack with a bit of tweaking. Figuring out what’s needed to cover chinks in your existing methods is vital for narrowing down candidates for your ideal tech stack.

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3.???? You need someone to make it work.?It comes down to this: someone has to be able to implement and execute. One of the most essential parts of a good tech stack is the team behind it. Too many businesses incorporate new, exciting technologies that are great for their goals but fail to employ specialists who can put these things to good use.?

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While becoming too concerned with tactical deployments and tactical management is an increasingly common pitfall, it’s still critical to anticipate how different elements of the stack might affect the organization, for better or worse, in the short, medium, and long term. Ideally, you’ll want to lean on someone with the experience and expertise to minimize issues and maximize opportunity.?

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Remember: just because everyone else is following some hot new trend doesn’t mean you need to – or ought to. A good CX partner can help you identify and implement the appropriate aces to stack the tech deck in your company’s favor.