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This session will present the optimal customer journey flow classified as a front office and back office system and process integrations with insights on how customer support plays a crucial role in ensuring the customer journey is secured and protected throughout the support channels. A successful customer journey needs to encompass the ecosystem of an organization in a structural manner to avoid loss of vital clues of the customer journey path which defines a growth of an organization. It's important to have a platform level architecture analyzed and defined to map all the process and systems planned to be used in an organization thereby allowing the reliability, stability, and scalability of your customer base and journey. Customer support should play the crucial role of connecting the dots for both your organization and customers so that they can channelize not only your customer journey but also provide real-time recommendations around corrections and improvements at a platform level. Successful organizations have moved away from real-time alerts to proactive alerts through robotic process automation (RPA) which are next generation support capabilities to aid customer journey via the pull mode, which you will learn in this session.
Manager, BTA Process and Solutions, VMware
Publish Date: October 24, 2017
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Peg Rodarmel, SVP, Subscription Services, Infor
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