Bridging the gap between digital customer comms and business systems

How to focus IT resources for rapid CX improvements

Written by Sudarshan DharmapuriJune 29th 2017

IT leaders are under increasing pressure to balance maintaining current infrastructure investment with exploiting new and emerging technologies to bring step changes to digital customer experience.

With digital customer engagement over multiple channels the current CX battleground for many enterprises, the IT analysts at Quocirca have published a new white paper in partnership with IMImobile. The paper explores key challenges leaders are facing when it comes to IT’s role in transforming the customer experience, and recommends incremental changes to deliver business value – and enable rapid innovation in the CX space.

Quocirca's insights include where and how to best focus resources on making significant improvements to the customer experience at the rapid pace demanded by the business, and how to adopt the right approach to deliver greater flexibility without ripping out and replacing IT systems.


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