So I’ve been writing about how inefficient back offices negatively impact customer experience for years. Check out: Focus Your Back Office on the Customer vs. the Transaction and Back Office Falling Behind? Balance Customer Centricity and Efficiencies. And recent research validates this claim:
Errors and delays in the back office are the #2 cause of customer dissatisfaction.
– The Business Value of a Next-Generation Back Office, Aberdeen Group, 2017
But organisations are still lagging … Read More