Digital Transformation & Software Engineering Services
Improving Operational Excellence Using Digital- featuring Forrester Research

Improving Operational Excellence Using Digital- featuring Forrester Research

Why is it important to modernize internal processes in addition to customer-focused operations? Here’s a Ness video featuring Amanda LeClair, Forrester Analyst at Forrester Research, who discusses the ways to improve operational excellence and seamlessly support the delivery of an improved customer experience.

Today, many companies focus only on the upfront customer touchpoints; but it’s important to also pay attention to the operational pieces that support the delivery of the experiences at those touch points. In this inclusive video, Amanda talks about the four pillars of the digital business ecosystem that includes experiences, operations, and innovations. “And what that means is that, on the experience front, the digital businesses are able to develop emotional and effective customer experiences; they also focus on operational investments on the things that matter most to their customers. They innovate not just on the experience side, but really at the intersection so that they are able to deliver holistic, efficient, and timely experiences with context to their customers,” says Amanda. And lastly, they use the ecosystem to do things better and at a reduced cost by working with partners and accessing skills that they do not have in-house.

Watch the video to learn about the ways to improve operational excellence using digital:

About the Author

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Ness is a global, leading ​custom software development company. Ness understands that for companies to grow, to differentiate, to stay relevant, it’s critical to find new ways to engage, retain and build loyalty with customers -- continually delivering better services, experiences and content.

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