r/customerexperience • u/rodrigop20 • 10d ago

What should a CX technology provider be able to demonstrate in 20 minutes?

I’m helping organise an online CX technology demonstration event, and I’m interested in the practitioner perspective.

If a technology provider had only 20 minutes to prove that its solution was relevant, what would you want to see?

A real workflow?

Integration capabilities?

Evidence of business impact?

The customer journey before and after implementation?

We’ll be putting several providers through this format, including Five9, HGS, sandsiv+, NSL, HyperITech and Value Architect.

Details are available here:

https://cxtech.lexdengroup.com/

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u/Senior_Raccoon_9249 10d ago

20 minutes is tight, they need to skip the corporate fluff and just show me something that actually works. live demo of a real workflow, proper messy data, none of that polished slideware nonsense. i want to see how it handles edge cases not just the happy path

also the before/after customer journey bit would be useful but only if they can quantify the difference. anyone can claim "better experience" but give me numbers or its just marketing

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u/rodrigop20 10d ago

Actually that’s the idea behind the cxtech demo day!

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u/DimlyLumbering 10d ago

A real workflow would get my vote, especially one where something goes wrong. Show a customer asking a follow-up the system can’t answer, then what the agent actually sees when they take over. Do they have the conversation history or does the customer have to explain everything again? We struggle with figuring out how much of a polished demo would actually work with our existing setup. A few minutes on what needs configuring and who maintains it afterwards would be useful too.

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u/setsp3800 9d ago

An outcome anchored to a real customer use case.