Business Process Automation and The Multichannel Customer - How Exceptional Customer Experience Drives Success
Today, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions .
Agile customer-based business automation has three distinct characteristics:
1. Managing the same experience for your customer across multiple channels
2. Personalizing interactions for your customers and predicting the best next actions
3. Monitoring and quick capture and adjustment to information and decisions to make informed decisions