![]() ![]() It is likely that the opportunities will enable departments within organizations to "act as one," so that, for example, personalized content is delivered to the right channels, according to customers' preferences and contexts. Translate the identified issues and opportunities into business and technology imperatives. To do this, they need to map customer journey steps and touchpoints to the communication channels. It is of paramount importance that IT leaders focus on the customer journeys that result in the most customer engagement interactions. ![]() 1: Discover Improvement in Customer Journeys Gartner has developed a 10-step approach to help IT leaders plan their next-generation CEH. ![]() “Only a CEH can connect employees across departments, employees with customers, and customers with their peers, while also managing and optimizing personalized customer interaction.” “Nevertheless, to offer an end-to-end customer experience across channels and departments, IT leadersmust build a CEH,” said Olive Huang, research director at Gartner. “įor an end-to-end customer experience across channels and departments, IT leaders must build a CEH. The customer engagement hub (CEH) is held back in terms of adoption because it is not a packaged item of software that can simply be acquired, but rather a system of systems from multiple vendors that IT leaders have to integrate.
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