Published: 10 October 2022
To satisfy customer expectations, application technical professionals must ensure a solid technical foundation and apply principles of modularity and automation across a multiplatform architecture. Plan customer engagement initiatives using data capabilities along with platform and custom services.
Organizations that fail to implement flexible, adaptable technical architectures for customer engagement and experience risk falling behind their competitors and hindering business initiatives.
Critical considerations in the customer engagement architecture flow through points of interaction, business logic and data-related capabilities, and the integrations among them, which enable the full customer experience pipeline or stack.
Automating employee processes as well as parts of customer interactions has emerged as a valuable method to improve efficiency, productivity and customer experience, but too much automation risks creating poor experiences.
In 2023, application technical professionals responsible for customer engagement and experience should:
Increase customer experience agility
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