Services
DRIVERS
• Rise in significance of customer-centricity and engagement
• Proliferation of customers and prospects, who are active on multiple channels
• Importance of micro-segmentation
• Rise of millennials and social media
CHALLENGES
• Lack of a ‘customer-in perspective’
• Complex cross-organizational and multichannel interactions
• Clutter in actionable journey maps
• Pitfalls in engagement including last mile physical touchpoints with end customers
NEED OF THE HOUR: FRONT2BACKTM TRANSFORMATION
• Customer-in perspective balanced with organizational and channel complexities
• Touchpoint-based approach integrating end user, conversations, and last mile connectivity
• Micro-engagement of customers and millennials
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DRIVERS
• Greater focus on contextual relevance
• Shortened attention spans
• Enhanced value attributed to being proactive
• Increased importance of differentiation
CHALLENGES
• Integrating all relevant digital elements holistically
• Weaving a solution across vendors and platforms
• Prioritizing and sequencing solutions to meet business objectives
NEED OF THE HOUR: FRONT2BACKTM TRANSFORMATION
• Integrate key elements of digital media
• Develop solutions that span multiple vendors and platforms
• Gain real-time, outside-in focus
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DRIVERS
• Rise of millennials who are looking to be wowed
• Need to innovate new ways to engage customers
• Differentiation from competition
• Reshaping of business processes and recast engagement
CHALLENGES
• Business sponsorship, high startup costs, and pragmatic use cases
• Experience in trading-off technology, cost, and speed
• Platform selection, skill set availability, and cost-benefit-ROI
• Meeting project timelines
NEED OF THE HOUR: FRONT2BACKTM TRANSFORMATION
• Identification of tangible and cost-effective way to experiment based on pragmatic use cases
• Selection of platform
• Availability of skill sets
• Optimization of cost-benefit-ROI
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DRIVERS
• Customers want to be in control
• Demand for personalized attention across engagements
• Shortening of marketing and sales cycles
CHALLENGES
• Complexity from rise in number of touchpoints
• Integration of relevant technologies
• Sequencing and orchestration
• Integration across systems
• Data-related challenges
NEED OF THE HOUR: FRONT2BACKTM TRANSFORMATION
• Single version of digital customer identity
• Digital identities for behavior modeling, segmentation, and loyalty scoring
• Integration, sequencing, and orchestration
• Coordinated, cross-channel, integrated, data analytics
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DRIVERS
• Section 508 is in effect from January 2018 and 4 out of 5 firms remain unprepared
• Importance of the accessible market segment as a differentiator
• Rise in global awareness of accessibility
• Rise in lawsuits for non-compliance
CHALLENGES
• Lack of clarity on applicability
• Inadequate management attention and lack of self-assessment
• Disparate project-level initiatives and vendor selection
• Inadequate enterprise-wide coordination including checklists
NEED OF THE HOUR: FRONT2BACKTM TRANSFORMATION
• Enterprise program level initiatives
• Tool-agnostic approach
• Quick self-assessment/benchmarking
• ROI business case with metrics and dashboard
• Issue reporting and remediation cycle
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