Managing Content & Channels

108 – CASE STUDY: Internal Business Transformation for the Digital Age

May 2, 2017 10:30 am - 11:20 am

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Arianna Valentini

It is no secret that the requirements to deliver superior customer experiences are evolving. As a result, organizational efforts will need to focus on optimizing internal processes and workflows to meet new market demands. The purpose of this session is to address how organizations can stack the internal deck with highly specialized skills to support customer experiences from every point in the communication portfolio. This session will also showcase two real-world examples from a multinational financial services group and a large enterprise insurance company that improved their internal processes and existing skills to meet customer demands.

You’ll return to your organization with:

  • Insight on where to position skills to meet future customer experience demands
  • Ability to implement new measures of success by understanding the processes of customer experience-focused organizations
  • An understanding of where manual processes can be replaced with automation

Workflow, Digital Transformation, Staffing, Financial Services, Insurance