Elevating Customer Engagement
Viewpoint
Businesses, in their pursuit to establish a lasting influence on customers, are striving to create connected experiences. To maintain customer engagement, businesses must prioritize personalization and, more importantly, provide contextual information during key moments in the customer journey. Automation plays a significant role in the enterprise transformation journey, reducing human intervention to deliver connected experiences and fostering business growth and sustainability.
However, enterprises often invest in isolated automation initiatives. Both IT and business functions have distinct goals for automation investments, lacking sufficient collaboration between them. This siloed approach hampers the realization of automation’s full potential, leading to multiple challenges and hindering the scaling of automation initiatives across organizations.
In this viewpoint, we examine various aspects of automation transformation journeys, emphasizing the necessity for collaboration between business and IT to deliver connected experiences. Enterprises looking to adapt their experience strategies with enterprise automation will benefit from this strategic playbook.
Scope
All industries and geographies
Contents
In this report, we:
- Explore various aspects of IT and business process automation in delivering connected experiences
- Introduce an enterprise automation maturity framework
- Examine key challenges and impart best practices to drive enterprise automation at scale
- Understand providers’ role in enabling enterprise automation
Membership(s)
Enterprise Platform Services (EPS)