On a recent SE webinar, we asked Sales Partners where they saw the greatest growth in 2024. Sixty-seven percent gave the same answer: Customer Experience (CX). This isn’t surprising. CX has always been a major pillar in the Intelisys catalog – and thanks to artificial intelligence (AI), it’s only getting bigger.
Whenever a certain type of solution increases in popularity, it’s time to ask yourself a few key questions. Are you currently maximizing the opportunity? Are you a true expert in the area? And do you have a strategy for identifying, building, and closing major deals?
In this blog post, we’ll focus on the CX opportunities that promise the most revenue for Sales Partners. Learn these tricks, and CX solutions could provide a serious boost to your bottom line.
Identifying the Biggest CX Opportunities
A savvy sales partner should prioritize the CX opportunities that could lead to a major deal. And luckily, there are ways to predict which companies are most likely to invest heavily in the area.
Here are 3 key indicators that a company might be interested in a large-scale CX solution:
- They have a high Customer Lifetime Value (CLV). Businesses use CLV to measure the average revenue each customer gives them during the duration of the customer-company relationship. The higher a business’s CLV, the more they’ll value the maintenance of excellent customer relationships – and the more likely they are to invest in CX solutions.
- They have complex service requirements. If a business’s CX infrastructure includes multiple layers – such as multi-channel support, advanced analytics, and AI-driven automation – they’ll require more comprehensive CX solutions. For Sales Partners, this dynamic often leads to larger deals.
- Optimizing CX is a key initiative across the organization. Customer relationships are especially vital in industries where interactions tend to be personalized – including healthcare and financial services. When companies place special strategic importance on building relationships with customers, they’re more likely to invest heavily in CX solutions.
It’s also worth remembering that AI is revolutionizing the CX space. Companies that already have CX solutions might consider upgrading to new systems that solve problems or increase efficiency by incorporating AI. For example, companies can integrate an AI chatbot, or add an AI component to an existing CX solution that can detect and summarize customer sentiment. If your clients aren’t using these types of solutions, consider asking if they’d be interested.
Finding the Optimal Solution
Once you’ve confirmed a client’s interest in a CX platform, it’s time to help them identify and integrate the tools that will be most valuable to them. The client will know what specific problems they’re trying to solve – but you can provide value by steering them toward solutions that meet certain technical requirements.
First of all, consider whether the client needs a comprehensive CX solution or a smaller tool that can integrate with their existing systems. Then, recommend CX solutions that are cloud-native and have a robust global network. This allows for scalability and flexibility in a global marketplace.
You should also look for solutions with an optimal balance between ready-to-use features and customization options. Most clients don’t want to build the tool from the ground up, but they do need the flexibility to tweak the platform in accordance with their unique workflows and objectives.
Another important factor to consider when dealing with CX deals is how the new solution will integrate with an organization’s existing tech. Here are some common integration patterns organizations can use for CX solutions:
- Point-to-Point (systems are connected directly)
- Hub-and-Spoke (a central integration hub is used to manage systems)
- API-Led (APIs control integrations)
- Event-Driven (systems communicate in real time during events)
- Data Integration (data from different sources is consolidated)
- Middleware (software connects systems)
By looking carefully at the company’s IT infrastructure and considering the type of CX solution they’re implementing, you can likely identify which integration pattern would be ideal.
Finally, don’t forget to remind your clients about any security concerns related to their incoming CX platform. Many issues will be industry-specific. For example, companies in certain verticals and regions will need to make sure they’re remaining compliant with standards like GDPR or HIPAA.
Maximizing the Value of a Deal
The best way to maximize the value of a CX deal is by working with clients who are likely to desire larger CX solutions (see the “Spotting the Biggest CX Opportunities” section above). But even after you’ve started actively working with a client, you can maximize the deal’s value by meeting as many of the client’s needs – and solving as many of their problems – as possible.
To identify specific CX solutions that the client might appreciate, make full use of the Intelisys resources at your disposal, including:
- Sales Engineers (SEs). These are our technical experts with an in-depth knowledge of the Intelisys catalog. They can help you identify optimal solutions, tailor systems to fit specific requirements, and even combine tools from different suppliers to best meet a client’s needs.
- Supplier resources. Many of the suppliers and vendors in the Intelisys catalog offer demos, trials, and marketing content to help clients understand their products. You can find these materials in the MyIntelisys Supplier Portfolio.
- Intelisys University. This is our comprehensive educational center for Sales partners – where you can learn how to scale your business while accessing curated content from suppliers. Access Intelisys University here [link].
- SE Webinars. These monthly events give you an in-depth look at certain elements of the Intelisys catalog – including CX solutions.
The more you take advantage of these resources, the more you’ll know about CX solutions – and the better you’ll be at maximizing the size of CX deals.
Summary – 3 Tips for Landing Larger CX Deals
To close on CX deals that provide significant revenue, follow these 3 tips:
- Identify clients that could be interested in a more robust CX solution.
- Build the solution that’s best for the client (while developing a plan for integration).
- Draw on your knowledge of CX solutions to maximize the value of the deal.
For personalized assistance on your next CX deal, reach out to your Regional SE today.
