Organizations with high volumes of customer interactions across multiple channels wrestle with the ability to deliver the best possible customer experience - both externally for their customers and internally as they develop the project. Recently, theres increasing awareness of the challenges and opportunities of implementing such solutions. When rolling out new customer experience strategies and their related technology implementations, companies face intense pressure to complete the implementation in an acceptable time frame with rapid ROI. In many cases, project teams have been unable to meet the planned development schedule, provide the functionality promised and deliver high-quality solutions for improving the customer experience.1
This article provides an overview of six best practices for a customer experience transformation project and looks at some of the guiding principles for getting it right - the first time. Before you begin, you need to look at the strategy, process, organization and existing IT systems.
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