Aligning customer experience to operational excellence

While many organizations understand the importance of customer and business intelligence, they fail to leverage it as a strategic asset. A wealth of information can be found in customer contact centers, both in customer relationship management (CRM) and case management systems, as well as among the members of customer-facing teams. Unfortunately, most of this information is stored in separate databases that are not shared across all business silos.

Silos develop from an inside-out approach to value production. They develop as an organizational design choice based upon what was most convenient for the organization, there is a clear problem here. Organizations do not exist to serve themselves; they exist for their customers. Organizations with the capability to harness customer journey optimization strategies understand the potential for significant cost savings and increased customer satisfaction that it can bring.

Capturing this value requires a new level of operations planning that must include more robust and effective processes and technology in the back office delivered through an integrated operating model. In this webinar, learn about the challenges and gaps that occur when a front-end (CX) and back-end system (OPEX) do not speak to each other and how to marry the two with technology.

Register for this webinar to uncover:

• The current customer experience and operational excellence trends and challenges that organizations are facing
• What in-house capabilities are required to meet these challenges
• How customer experience and operational excellence converge and what is needed to manage this
• The best solutions for plugging the gaps to achieved desired outcomes
  

Presented by:

Leo Salomons
Head of value engineering
Mavim

Leo Salomons is Mavim’s head of value engineering for the Americas. He is a seasoned business advisor with over two decades of experience successfully scoping, planning, managing and delivering large scale, technologically complex, multi-geography and mission critical strategic enterprise initiatives across multiple industries for Fortune 500 organizations in the United States, Europe, Latin America, and the Caribbean.

He is specialized in assisting organizations with planning and executing enterprise and digital transformation initiatives, ranging from IT and business strategy development to operating model and business process re-design and implementation as well as legacy modernization to improve and streamline operations. He is passionate about partnering with executive leadership of organizations to identify opportunities to use technology to increase revenue, gain strategic market advantage or differentiation and gain operational efficiencies.

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