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It can be a challenge to keep pace with consumer demands for digitalization of business processes and customer contact solutions.
And for many, this pace is not sustainable when they’re using separate and siloed technologies, as described in my blog ‘Frankenstein and IT Solutions: Ready for Omnichannel?’
Creating the right architecture to enable your organization to deliver magnificent customer experiences, engage employees and reduce operating costs must be an ongoing exercise. Just when you finish your project to deliver that one key function or enable that new digital channel, another requirement pops up. It seems never ending.
Many organizations opt to use a combination of technologies and vendors to create a platform that delivers multichannel capabilities. But often, they find that the world has evolved just as the project is completed. The new methods require more changes—or worse—a complete overhaul of the architecture.
Assess Your Future Engagement Platform Needs
When should you re-architect your platform to keep pace with customer demands? Here are seven triggers that signal that it’s time to reconsider your platform choices.
Future-proofing the architecture to enable the business with true omnichannel customer experience capabilities might be on your list of things to achieve for 2018. In fact, it should be high on your list.
Here are eight tips for building an omnichannel customer engagement engine for the future:
To learn more about how the engagement engine of the future leverages contextual enterprise data, orchestrates your customer journeys and delivers personalized omnichannel customer experiences, please register for the upcoming webinar on September 20th, “Architecting the Omnichannel Engagement Engine of the Future,” featuring Bern Elliot, Vice President and Analyst at Gartner.
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