Connected and empowered customers are becoming harder to serve – make sure you understand the key challenges to address.

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CONNECTED, EMPOWERED CUSTOMER = HARDER TO SERVE
Challenges
Increasing
customer
expectations
 Connected and informed customers are empowered by digital
technologies such as mobile, web, and social media with
expectations of superior and consistent engagements
 Customer interactions are increasing in volume and
importance. Companies must understand their needs and engage
by sharing relevant information across their preferred channels
 Ever-changing regulations
 Increasing volumes of complex structured and unstructured data
 Escalating IT costs: fragmented systems for multiple channels
 Insufficient cross-functional collaboration due to data/process silos
 High cost-to-serve from increasingly complex operations: multiple
products, geographically dispersed teams, multiple CRM and
legacy systems
Balancing cost
and customer
experience
Increasing
complexity
and risk