Only 5% of organizations will have the technologies and processes in place to provide a consistent customer experience across departments and channels. The need to support the anytime-anywhere customer and heightened business awareness is making this a top issue among customer service and IT leaders.
To deliver an end-to-end customer experience across channels and departments, IT application leaders need to bridge organizational gaps and help build a customer engagement hub.
In part 2 of this webinar series, Gartner Research Director Olive Huang details the 10 steps needed to plan for a successful customer engagement hub. Vince Jeffs, Director of Strategy and Product Marketing for Pega, also details how Pega has architected its next-generation customer engagement solution with a Customer Decision Hub as the brain to function as the core component of this Customer Engagement Hub vision.
Watch Part 1: What is a Customer Engagement Hub and Why Do You Need One?