It’s easy to downplay customer experience (CX) as a soft business metric. But there’s nothing squishy about the facts: 70% of your business has something to do with how you make customers feel, CX will surpass price as a key brand differentiator by 2020 and, 80% of global contact centre execs say that improving CX will be the biggest driver of technology investment.
Connecting brands with IT.
Digital Transformation mobilises and automates the staff and student experience at the University of Wollongong
UOW is committed to preparing all students for modern life and work, and part of this is providing modern ways of studying. To deliver on this, the University decided to undergo a digital transformation that would mobilise and automate the staff and student experience, as well as provide operational efficiencies throughout the university.
Whether we like it or not, digital transformation is not just a buzzword. Enterprise organisations, more specifically their C-Suite leaders, are focusing their sights on this initiative as a means of improving customer experiences and fueling operation efficiencies. As a result, these same C-Suite leaders are in search of the proper tools that will support the digital effort.
As BPM solutions continue to evolve, they are increasingly being built into app platforms where they provide an underlying engine for process optimisation and automation.