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Connected Enterprises: Key to Delivering Transformed Customer Experiences

Customer expectations have changed as well. Enterprises are expected to offer seamless and personalized omnichannel experiences and they often struggle with implementing new technologies and integrating them with their existing IT systems.

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Customers have always been at the heart of the business. And at a time when businesses are rapidly adopting digitalization and automation, customers remain a central driving force. In fact, with increasing competition in the marketplace, customer experience (CX) stands out as the main and one of the most critical points of differentiation for companies today.

According to Gartner, “interest in CX initiatives has increased, particularly in the past decade.” 

Customer expectations have changed as well. Enterprises are expected to offer seamless and personalized omnichannel experiences and they often struggle with implementing new technologies and integrating them with their existing IT systems.

New Technologies and Old Systems

A 2019 study on the global state of customer experience found that “73% of respondents said they could not create seamless, joined-up experiences across different digital touchpoints.” This proportion, while shocking, is not necessarily surprising. Businesses face numerous impediments in the quest for cross-channel and operational connectedness—from new technologies to old systems.

The advent of new, cutting-edge technologies, such as artificial intelligence (AI), robotic process automation (RPA), and machine learning (ML), has created endless opportunities for companies to digitize, modernize, and transform their business models. 

However, the introduction of these new technologies, and their attached processes and systems, often lead to increasingly disjointed business operations. Technologies meant to drive cohesive customer experiences end up creating fragments and silos—limiting cross-departmental and cross-functional communication, and thereby further deteriorating the quality of the customer journey.

Additionally, companies must contend with outdated, and often monolithic, nature of their legacy systems. These systems generally contain years of data and experience which cannot simply be wiped clean. Companies are faced with the challenge of linking their legacy systems with new technologies, all while avoiding the dreaded risk of creating a further disjointed operation.

So, what is the solution? How can businesses address the issue of siloed operations and integrate their new and legacy systems seamlessly? 

The answer lies in building a connected enterprise.

What is a Connected Enterprise?

The concept of a connected enterprise lies at the core of digital transformation, and is, in many ways, the business model of the future. In a connected enterprise, every part of a company’s network (customers, employees, partners, etc.) can interact, transact, and deliver results in a cohesive manner. Even further, these interactions can occur anytime, from anywhere, through any channel—business operations are no longer limited by departmental silos, geographical space, or working hours. 

Perhaps most importantly, a connected enterprise facilitates enhanced customer experiences by intelligently utilizing stored information to streamline and contextualize the customer journey. Additionally, a connected enterprise enables companies with:

  • Nimble operations

  • Flexible processes

  • Empowered workforce

  • Shortened turnaround times

  • End-to-end, guided customer journey

  • Sustainable, long-term experiences

Processes, Content, and Communication

The connected enterprise is defined by three core tenets—processes, content, and communication—which make it the ultimate, future-facing solution for companies looking to streamline and modernize their operations. 

(1) Processes – Automating and consolidating processes through intelligent business process automation, so that they are agile, flexible, and responsive, is the most integral part of creating a connected enterprise.

(2) Content – Content is what adds context to a company’s processes—and context is everything. By implementing intelligent content services and collaborative content applications, and thereby allowing constant access to relevant information, both processes and knowledge workers are enabled to apply context to every transaction. 

(3) Communication – Communication is key in any enterprise, but especially in the context of connectivity. A robust communications system must be proactive, fast and flexible in order to deliver the right message at the right time, across all mediums and locations to internal as well as external customers. 

A Platform for the Connected Enterprise

In order to implement the connected enterprise in a practical scenario, companies need a digital transformation platform that brings people, processes, systems, and information together.

A digital transformation platform should be your way forward as it provides a bridge between the intent and actions, and helps organizations:

  • Orchestrate and deliver processes through intelligent and holistic business process automation 

  • Supply context to processes through comprehensive enterprise content services 

  • Engage and communicate through customer communication management

Epilogue

As business models continue to evolve, and as customer experience becomes an increasingly essential differentiator, a digital transformation platform offers businesses a sustainable and future-proof solution—implementing a connected enterprise and thereby transforming customer experiences.

Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house. Unless otherwise noted, the author is writing in his/her personal capacity. They are not intended and should not be thought to represent official ideas, attitudes, or policies of any agency or institution.


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Hemant Makhija

The author is VP Marketing, Newgen Software.

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