For many companies, meeting the expectations of today’s “connected” customer have become increasingly challenging, especially as COVID-19 has accelerated digitalization and led many to rapidly adopt new channels. Thanks to new technologies, customers expect personalized, real-time engagements.
Companies are expected to interact with customers on multiple levels and meet them where they are, with what they want, how they want it. This is crucial for businesses looking to survive today and thrive tomorrow.
These demands pile pressure on the front office, the traditional interface between customer and company, and the home of marketing, sales and service. To respond, radical new thinking in how your front office functions and operates is required to help you acquire, engage and retain your customers for the future.
The front office needs to become a dynamic, direct and on-demand customer-servicing unit. It must connect with cross-enterprise functions such as IT, HR, Finance, Supply Chain and Procurement to provide optimal benefit and the best end-to-end experience with your brand. To do this, it requires new processes, policies, capabilities and skills to address what we see as the six must-haves: data, analytics, automation, organizational structure, metrics and culture.
Where next?
Changes in the front office will lead the journey into the future for most companies. Leaders don’t wait to be disrupted; they prepare for the future with preemptive disruption of their own.
Contact us today to accelerate your digital transformation journey.
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