White Paper

The key to sustainably superior customer experience: Leverage operations front to back

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Customer experience doesn’t break in the front-end user interface – external web or UI for enterprise applications. Those have been largely improved over the past years thanks to better technologies. The issue is that customers, both internal and external, are exposed to your operations, related processes and systems which were not designed to cater for such speed and granularity of interaction. There is an opportunity to harness the entirety of organizational operations, and overcome the inertia of legacy, by using customer centricity and related practices. That way, customer experience (CX) and customer journey become organizing principles for prioritizing and simplifying digitally enabled interventions. At the same time, Lean management principles enable an end-to-end view of business processes, from front to back office, allowing companies to reimagine the way that these processes are orchestrated to shore up the CX “moments of truth.” 

The impact: the ability to focus on interventions that matter and cut through complexity, delivering faster results – as well as creating accountability across the front, middle, and back office. This results in superior customer experience, enhanced competitiveness, accelerated growth and profits, greater agility and more sustainable transformation.

Whitepaper

The key to sustainably superior customer experience: Leverage operations front to back

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