Customer experience has always been fundamental to business, but with digital revolution creating new demands for enterprises, there is a renewed thrust on enhancing customer experiences across the numerous customer interaction channels and touch points. This requires adoption of new operating models that drive better collaboration and help break down functional silos to enable greater transparency and seamless interactions. Collaboration between technology and business teams plays a vital role in building great customer experiences.
In an article for CMSWire, Tim Burke, executive vice president, Ness Digital Engineering, shares his thoughts on the importance of digital customer experience in the business strategy, and the value of collaboration in developing enhanced customer journeys. “To break through, companies can start with a customer experience audit, and pick one or two areas to work on that can help them generate insight and momentum without biting off more than they can chew,” notes Tim.