IT, Enterprise Services, Enterprise Decision Maker
By Mila D'Antonio 13 Jun 2018
To proactively engage with customers at the right time and with the right messaging, organizations require end-to-end interaction supported by customer interaction analytics, processes, accountability, and empowerment to fix customer issues rapidly and as they happen, not after the fact. This means the entire enterprise value chain must be fully integrated and supported with near-real-time information. The front office, back office, and external networks should all work seamlessly toward a common goal.