NEW RESEARCH: Customer experience meets back office optimisation

Commitment to customer experience strategies has driven investment across the front office but left areas of the back office, and technologies that straddle front and back office, starved of investment. Yet if back office operations are not up to standard, it is impossible to deliver a positive and consistent experience. Growing awareness of the long technology tail of customer experience enablement and the need meaningfully join the many components is driving expansion in the back office operations management market and aiding its shift to a more strategic role. And it is a great example of the TechMarketView 'Join the Dots' theme in action. Back office operations management is a small component competing in a broad market so has to fight for visibility and budget but has the potential to punch above its weight and UK suppliers like AOMi and eg Solutions, along with significant providers such as NICE and Verint are showing how it is done.

Subscribers to the Enterprise Software & Application Services (ESAS) research stream can get the inside track on “Why you need back office optimisation for customer experience delivery” by clicking here. Non-subscribers can contact Deb Seth for details of how to take this service.    

While customer experience provides a topical focus for operations management it is not the only driver for this emerging market. Organisations struggling with economies of scale, those moving through digital transformation programmes, dealing with requirements to leverage global capacity or run shared services, are also investing in this back office area, as a means of achieving operational improvement and consistency through standardisation. Where service delivery is the core of the business (such as in BPS or outsourcing), back office operational management is a key part of efficient delivery, playing to cost management and differentiation through quality of service. While operations management stands on its own merits with scope for growth within enterprises, another growth area is within IT and business process services providers, as part of their own quality of service delivery enablement.

Posted by Angela Eager at '09:40' - Tagged: software   customerexperience