Customer Experience Management (CEM)

Maintaining the Customer Experience through Intelligent Support

Provided by Fujitsu

Category Customer Experience Management (CEM)

Type White Paper

Length 3

Publish Date February 01 2018

Date posted February 01 2018

Overview

Knowing customers and delivering to their needs with a real-time experience has been key to the success of hospitality and retail through online and instore channels. Digital technologies have enabled this experience to be enhanced and expand choice but has made the task more involved for support teams in organisations. The reliance on the technology to deliver the customer experience has increased significantly to the point where all or part of the systems being down has a detrimental impact on the customer journey the need for the right support has never been greater. Putting the right technology in place is only the first challenge; keeping it all running with minimal interruption to the customer journey is another. The rapid build-up of technology emphasizes the degree to which any company now relies on high availability of its in-store IT systems as they are critical to the customer’s perception of the brand and its reputation. As a result, a radical rethink of the traditional IT support model being used is required

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