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Improving Operational Excellence Using Digital- featuring Forrester Research

Why is it important to emphasize on modernizing operational improvements in addition to customer-focused applications? Here’s a Ness video featuring Amanda LeClair, Forrester Analyst at Forrester Research, who discusses the ways to improve operational excellence that works seamlessly to 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.

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