To deliver an end-to-end customer experience across channels and departments, IT application leaders need to bridge organizational gaps and help build a customer engagement hub. In this research, we explain how to plan for a successful customer engagement hub.
- Why a Customer Engagement Hub?
- Identify Customer Journeys for Improvement
- Translate the Improvement Opportunities Into Business and Technology Imperatives
- Secure a Project Owner and Budget
- Discover Cross-Departmental Collaboration Opportunities
- Take Stock of the As-Is Customer Engagement Hub Components
- Identify Technological Convergence When Selecting Technology Components
- Develop a "Pervasive Integration" Strategy to Support the CEH
- Establish a Two-Tiered Approach
- Plan for the "Big Change" and Build a Culture of Fluid Change
- Design the Measurement of Business Impact on Productivity and Customer Experience
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