10, October 2017
In an extremely competitive market place, customer experience has become a critical differentiator. However, many enterprises engage their customers via isolated and disconnected silos or they view it as iterations of existing business processes, with some incremental new function or automation. Since these silos are disconnected, they create lack of synergy and coordination leading to negative customer sentiment. The goal of any enterprise must be to provide a unified customer experience that allows customers to execute their journeys seamlessly across the enterprise.
The customer journey should be a seamless experience without boundaries and facilitated by dynamic processes. Only a strategic approach such as building a living, breathing, evolving Customer Engagement Hub (CEH) can integrate user experience, data and processes. CEH is essentially an architectural model that you can’t buy off the shelf. Each organization is unique and each customer is unique. Gartner estimates that by 2018, 60% of large organizations will design a CEH, yet only 20% will select the correct technologies to make it work.
But knowing the why is just half the battle. Designing, implementing and managing an effective Customer Engagement Hub requires in-depth know-how. In our latest whitepaper, Mike McClelland (Vice President – Americas), talks about why Customer Engagement Hubs are the need of the hour and how enterprises can run them.
Download the whitepaper here