Customer experience is the new battleground for differentiation. But delivering on that experience requires a wide variety of digital capabilities that aren’t found in a typical application architecture. After years of CEOs asking their organizations to become customer-focused, it has become plainly apparent that the silos do not organically unite. With an increasing focus to “do customer experience” comes a responsibility inside organizations to do it correctly. This appreciation for delivering a comprehensive one-company experience brings a new imperative to unite the organization in understanding and developing the competencies to work in this manner. But working through silos isn’t easy, and bringing a data-driven approach to customer service when data is in multiple applications is challenging as well. Karlyn Carnahan, Head, the Americas, Property Casualty, discusses a new framework for a customer-centric approach and how to transition to the new digital architecture that is required to support it.
This webinar draws on the Celent report of the same name.
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