The demand for superior customer experience, accelerated time-to-market, and continuous innovation, especially after the pandemic, are compelling organizations to rapidly undertake digital transformation, leaving operations leaders with little time to keep up with these new innovations.
An integrated operations transformation approach is a force multiplier that enables better business outcomes from digital transformation. In this research, we explore how customer experience leaders can evaluate, redesign, and realign their CX operations across the process, technology, and people layers to help optimize and realize more value from their digital transformation efforts.
Scope
Function: Customer Experience Management (CXM)
All industries and geographies
Contents
In this viewpoint, we examine:
CX operations maturity and the benefits of an integrated transformation approach
Key levers of CX transformation
Bringing the different levers together
Key success drivers and the role of third-party providers
