One may wonder what digital transformation stands for and what it really means for customer experience programs across all businesses.
Aberdeen Group research answer your questions by showing that leading organizations are those that are changing their business strategies and capabilities, adopting new business models, and transforming their process and practices in order to improve customer experience. The Group has conducted research on the key trends and best practices that help businesses drive continuous gains in customer satisfaction and achieve long-term profitability.
Indeed, digital channels and technologies have been a part of customer experience programs for a long-time. We are only seeing a continuation of this trend at a much faster pace. Therefore, the main challenge faced by customer experience leaders is to deliver more consistent and personalized customer experiences.
And while these transformations elevate the importance of customer-first approach, they do not do so at the expense of operational efficiency. Instead, the Best-in-Class pursue both operational efficiency and the steady improvement of customer experience.
Obviously, trends such as the cloud, mobile workforces, Big Data, and the Internet of Things are altering how organizations connect, communicate, and pretty much do business. But most importantly, these trends are significantly changing how these organizations deliver products and services to customers.
Learn how enterprise architecture has proven to be an effective way to manage change and foster business transformation by:
"We’ve been able to support the business in the development of new projects, like the launch of new products in particular, through a representation of the whole pipeline by highlighting only the processes involved. This allows us to provide a complete picture of the end-to-end process and all the connections between processes."
Quality & Process Innovation Manager
"Going from a simple process description to a detailed analysis significantly helped us rethink the way we do business to make it more effective and customer-oriented. We had repositioned our offering in order to be more competitive on the market and it was very beneficial for us to put ourselves in the shoes of both customers and partners."
Crédit Agricole Payment Services
"We evaluated a number of tools. The reason we purchased MEGA is we did not want to retool after we achieved the first step which was portfolio management. We needed a tool that would grow into our vision for enterprise architecture."
VP of Enterprise Architecture
Since 1988, Aberdeen Group has published research that helps businesses worldwide improve performance. Our analysts derive fact-based, vendor-agnostic insights from a proprietary analytical framework, which identifies Best-in-Class organizations from primary research conducted with industry practitioners. The resulting research content is used by hundreds of thousands of business professionals to drive smarter decision-making and improve business strategy. Aberdeen Group is headquartered in Waltham, MA. - See more at: www.aberdeen.com
Founded in 1991, MEGA is a global software company and recognized market leader for over ten years. The company partners with customers to improve governance and accelerate transformation by leveraging technology. MEGA helps companies better analyze how they can operate and make the right decisions to accelerate the creation of value. The HOPEX Platform connects business, IT, data and risks perspectives in a single place that integrates across an entire company’s ecosystem. The MEGA Services team partners with customers to deliver projects with a pragmatic approach.