In today's every changing and evolving business landscape, enterprises face a critical decision when it comes to implementing AI-native CX solutions: should they build custom solutions from scratch, or buy existing platforms?
The Traditional Build Approach to AI in CX
Building custom CX solutions offers enterprises complete control over their implementation: the can fully customize their implementation, perfectly align with specific business processes, maintain proprietary intellectual property, and have direct control over feature development.
However, this approach comes with significant drawbacks: building custom AI solutions comes with significant challenges including high development and maintenance costs, extended time-to-market, and resource-intensive updates and improvements. Plus: whether you like it or not, there’s quite a bit of complexity to creating a solid AI solution - which is only to be met with significant skill!
The Traditional Buy Approach to AI in CX
Purchasing existing CX solutions provides several immediate benefits. Companies can deploy these solutions rapidly, leveraging proven functionality that has already been tested in the market and that has been engineered by highly specialized staff with very specific skills. These solutions come with regular updates and improvements managed by the vendor, and typically require a lower initial investment compared to building from scratch.
However, this approach also comes with notable limitations. Organizations often find themselves restricted by limited customization options and become dependent on the vendor's roadmap for new features and improvements. Additionally, there's a risk of misalignment between the pre-built solution and specific business needs, which can impact operational efficiency.
DevRev’s Hybrid Solution: A New Paradigm, validated by the industry
Modern platforms like DevRev are pioneering a hybrid approach that combines the best of both worlds: lots of out-of-the-box functionality that relieves you of the boring infrastructure related tasks, combined with extensive customization capabilities to tune the platform to your needs.
This innovative approach offers several distinct benefits: core functionality is available immediately while maintaining the flexibility to customize and extend the platform according to specific business requirements. We can summarize this like this:
This is not just DevRev saying this: McKinsey's 2024 "State of AI" survey shows that 75% of enterprises prefer solutions that offer both out-of-the-box functionality and extensive customization capabilities. This confirms the trend that we have seen: it aligns perfectly with the hybrid approach offered by modern platforms like DevRev.
Conclusion
The traditional build-vs-buy dichotomy is becoming obsolete. Modern enterprises need AI-Native solutions that combine immediate functionality with the flexibility to adapt to specific business needs. Platforms that offer this hybrid approach, like DevRev, represent the future of enterprise CX solutions.
By choosing a hybrid solution, enterprises can accelerate their digital transformation while maintaining the ability to differentiate their customer experience - truly offering the best of both worlds.
Let me know if you have any questions or comments. Would love to discuss.
All the best
Rik
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