In the digital era, our customers are becoming digital, embracing digital experiences and technologies as part day to day activities. Client expectations about value and how it should be delivered are changing constantly.
To be successful, it´s critical to manage, not only customer interactions (web, applications), but to transform every aspect of our business. Many customer experience improvement efforts didn´t bring expected business results or had failed or limited by the lack of back office digital support.
So, it´s required to redefine how do we create and deliver value to our customer and how do we create value for our business?
Its required to start thinking digitally across all organizational activities, how we win, serve and retain customers, how we operate internally, how we source, how do we create value in all stages in the value chain.
Our ability to generate value for customers will depend on how easily we can digitally improve our core capabilities — from front office to back office — and realign them to deliver the outcomes your customers really desire.