Top enterprise modernization priorities
ii. Developing a customer experience platform
Customer success in the digital realm is reliant on getting experiences right consistently, not just once - which in turn depends on developing robust capabilities that can be deployed and built on to serve various business channels and purposes. An effective customer experience platform equips the enterprise with a standard toolkit that can be drawn on to meet changing customer demands or support new ideas for products or services. Not needing to constantly return to the drawing board frees the business up to experiment and accelerates the way it operates, while contributing to a more consistent customer experience overall.
Customer engagement platform diagram with illustrations of three main layers
iv. Strategy and touchpoints that serve customer goals
To provide customers a digital experience that’s seamless as well as empathic, the business needs to cultivate awareness of not just how customers use their product or service, but the role it plays in their lives. Diverse teams are best positioned to build this understanding and develop a unified product strategy to match - and to identify opportunities for new products or partnerships that may exist on the periphery.