Would you say your customers are important?
Of course you would.
And so, it stands to reason that the journey they take from the very first interaction with your organization to the experience encountered just last week is critical, right?
So if perfecting the art of the seamless customer journey is so necessary to deliver a consistently positive customer experience, why does it evade so many modern companies today?
Hold on...we may be getting ahead of ourselves. What qualifies as a fully seamless customer journey, anyway?
Due to the growing dynamics of customer touches, having a single customer view is key. Recently, Appian commissioned Forrester Research to find the key to a unified customer journey. One approach to this challenge was resoundingly clear: syncing data and processes via Dynamic Case Management (DCM).
Too many organizations attempting to cobble paste together a picture of their customers across disparate systems, making it difficult to not only to identify customer journeys, but also nearly impossible to proactively retain customers.
The following infographic highlights the common challenges that organizations face on the path to establishing a positive customer experience and highlights:
Get a more in-depth view of these challenges, as well as insight into how Dynamic Case Management solutions play a big role in thisForrester report.
Appian is a software company that automates business processes. The Appian AI Process Platform includes everything you need to design, automate, and optimize even the most complex processes, from start to finish. The world's most innovative organizations trust Appian to improve their workflows, unify data, and optimize operations—resulting in better growth and superior customer experiences.