NEW RESEARCH: Digital Customer Experience: a core value driver for BPS providers

We have highlighted Digital Customer Experience (DCX) as one of our key Predictions for the business process services (BPS) market in 2015 (see BPS Predictions 2015). This is a theme which cuts right across our research into digital transformation and our over-arching message for the year about ‘Joining the Dots’ across the UK SITS market (see TMV Research Agenda 2015).

DCX is a new and yet complex emerging area that it is full of opportunity for IT and BPS providers as customers attempt to gain the biggest service impact from their investments in digital technologies like social media, mobile, analytics and cloud (SMAC).

BPS is key to DCX because it’s all about transforming and re-engineering the underlying processes and service models to enable a step-change in customer experience across digital channels. BPS providers are able to look at the opportunity end-to-end with outcome-based delivery models that are core to unlocking new business value and growth for the enterprise.

Subscribers to TechMarketView’s BusinessProcessViews research stream can read the analysis into BPS provider opportunities here in Why is Digital Customer Experience key to future BPS delivery?

If you’re not yet a subscriber, please contact Deb Seth (dseth@techmarketview.com) who will be happy to help.

Posted by John O'Brien at '08:26' - Tagged: bps