A Winning Plan for Effective Business Transformation & Improved Customer Experience
One may wonder what digital transformation stands for and what it really means for customer experience programs across all businesses.
Aberdeen Group research answer your questions by showing that leading organizations are those that are changing their business strategies and capabilities, adopting new business models, and transforming their process and practices in order to improve customer experience. The Group has conducted research on the key trends and best practices that help businesses drive continuous gains in customer satisfaction and achieve long-term profitability.
Indeed, digital channels and technologies have been a part of customer experience programs for a long-time. We are only seeing a continuation of this trend at a much faster pace. Therefore, the main challenge faced by customer experience leaders is to deliver more consistent and personalized customer experiences.
And while these transformations elevate the importance of customer-first approach, they do not do so at the expense of operational efficiency. Instead, the Best-in-Class pursue both operational efficiency and the steady improvement of customer experience.
Obviously, trends such as the cloud, mobile workforces, Big Data, and the Internet of Things are altering how organizations connect, communicate, and pretty much do business. But most importantly, these trends are significantly changing how these organizations deliver products and services to customers.
Learn how enterprise architecture has proven to be an effective way to manage change and foster business transformation by:
- Capturing companies' strategies and capabilities and helping to create strategic roadmaps
- Redesigning or creating new business processes while improving customer satisfaction as well as revenues
- Mapping IT transformation based on planned business capabilities and improved alignment with business needs
About Aberdeen Group
Since 1988, Aberdeen Group has published research that helps businesses worldwide improve performance. Our analysts derive fact-based, vendor-agnostic insights from a proprietary analytical framework, which identifies Best-in-Class organizations from primary research conducted with industry practitioners. The resulting research content is used by hundreds of thousands of business professionals to drive smarter decision-making and improve business strategy. Aberdeen Group is headquartered in Waltham, MA. - See more at: www.aberdeen.com