Reinventing the Customer Experience
Organisations have been putting customer experience at the centre, driven by growth in digital-cognitive technologies like AI, speech recognition and natural language processing. Customers expect seamless, personalised services via mobile apps or any other channels. IT has to provide a foundation that all customer experiences can be built upon; the data layer, the integration of physical and digital channels, a platform open to trusted third parties. Most organisations need legacy modernisation and cultural change to embed customer-led, agile and cross-functional methodologies to provide modern CX.