One of the biggest challenges for businesses when it comes to meaningfully engaging their customers is the messy middle, or middle- and back-office process integration and flow. Businesses make significant investments in enterprise service management to promote digital customer engagement, but experiences can be underwhelming due to disjointed systems and processes with many manual steps.
By not addressing the gaps caused by this messy middle, businesses risk lackluster engagements with their customers and employees. Unfortunately, many businesses merely mind the gap rather than trying to bridge it, leading to pressing challenges that can negatively impact the brand immediately and down the line.
Rodney Hobbs, Chief ServiceNow Technologist for Wipro APMEA, describes the mindset shift that businesses must undergo to develop more meaningful, digitally enhanced customer experiences, and explains how a strategically implemented digital fabric can help them bridge costly gaps in their enterprise layer.
“Organisations need to change their mindset, not only their toolset. They need to move from disjointed, siloed operations, to a frictionless, interconnected, hyper-automated system of action that allows processes to be carried out seamlessly across the enterprise.”
Read the full piece to learn how businesses can initiate this shift and bridge the gaps to deliver more successful, personalized customer experiences.