Why you need back office optimisation for customer experience delivery

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 is driving expansion in the back office operations management market and aiding its shift to a more strategic role. It 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. This report examines the prospects and opportunities for suppliers of back office optimisation software, and explores how IT and business services providers can use the software to improve their own delivery and prospects.  

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