EVOLVING DIGITAL EXPERIENCES FOR THE 21st CENTURY CUSTOMER
CEP Framework – A Blueprint for Bridging Gaps in Customer Behavior Knowledge
The focus of 21st century business has witnessed a significant shift – the focus now resides on developing compelling, individually tailored customer experiences.
According to Gartner’s reports, 70% of eCommerce businesses are likely to move away from traditional B2B and B2C models, and create enriched and singular ‘experiences’ centered on simplicity, seamlessness and security.
Enterprises therefore need to transform their underlying framework to develop streamlined business processes aimed at creating a global footprint, reducing cost margins and driving revenues.
Ground realities are however significantly misaligned with these goals. Disjointed legacy systems and unintegrated front and back end processes reduces process efficiency, fails to deliver real time pricing and inventory information, and in all, less than desirable returns on investment.
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