Connecting the front, middle, and back offices
Organizations with outdated infrastructures and siloed front, middle, and back offices fight a losing battle that requires constant workarounds or Band-Aids, with experiences and customer satisfaction suffering in the process. Employees are no less affected. Teams tasked with supporting mission-critical work – who need to use dated and fragmented platforms – become dissatisfied, leading to recruitment and retention challenges.
Disruptive organizations, like Google and Amazon, set the benchmark for seamless and effortless experiences. Customers are now accustomed to receiving services and products with minimal effort, fast turnarounds, and complete transparency across the entire journey.
As one of the first touchpoints during the customer journey, the website is essential to any business experience. Therefore, organizations must carefully consider both website design and functionality. The hospitality industry is a prime example. A hotel website, for instance, is where the guest experience begins – long before a traveler even enters the hotel lobby.
Beyond being visually appealing, hotel websites must make bookings, reservations and contact forms easy to navigate. Finding the right information about areas of personal interest – like health or spa services, different room types, and check-out times – is essential to a great user experience. A hotel's website is not only a powerful tool for conversions and establishing trust, it's also crucial to customer reviews. Websites, however, must connect to the systems, processes, and technologies that support them.