Ovum: Keeping Customer Promises: Time for the Back Office to Come to the Forefront

According to Ovum, the early investment in digital transformation has been mostly funneled into creating slick, visually appealing online presences that are the “face” of the business. However, it is the myriad of connections that go on behind the scenes, from the front to the back office that will deliver on the promises being made to customers.

Read this paper to learn about the challenges in extending digital transformation to the back office and the three areas where you should focus your initial efforts - namely:

Gain operational visibility to enable more efficient planning
Increase employee engagement to drive positive customer experience
Leverage automation to free employees and managers to focus on what matters: the customer.

Research by:

Ovum: Keeping Customer Promises: Time for the Back Office to Come to the Forefront March 2018,

Ovum. All rights reserved. Unauthorized reproduction prohibited.

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