Q & A
EDITOR ’ S
To eliminate silos between the front , middle , and back offices , CIOs must have clear business objectives and goals .
have clear business objectives and goals that align operations , transaction management , overall financial management and other support functions with the aim of creating superior experiences for customers .
The need for customer centricity is now being felt across the C-suite and vendors continue to rely on external business partners as implementors to achieve endto-end customer experiences for customers . Some of the key areas that channel partners look to achieve for their customers in delivering optimum experiences are :
Improve efficiency : This one is a no brainer but many companies are still struggling to streamline operations . Partners , a key stakeholder group , empower companies to break silos across different apps and processes to access the right
AHMAD SAAD , COUNTRY MANAGER UAE AND QATAR , LIFERAY MEA understanding of customer management and areas of potential growth . Fragmented and disparate data across different siloes causes multiple problems . This means avoiding any shortfalls such as missed opportunities , making favourable business decisions , increased accountability and seamless communication remains vital .
With connected technology , and rolespecific access to relevant , up-to-date information with a single DXP platform such as interface such as website , intranet , etc ., businesses gain with improved visibility , time-saving and cohesive experiences .
Enhanced customer satisfaction : Siloed data can lead to delays , misinterpretation , and disgruntled customers . By integrating data across the organisation , professional and financial services firms can significantly improve service and engagement with tailored offerings and increased customer experiences .
Efficient use of resources : Streamlining data into one source frees up precious storage and relieves IT stress in buying and maintaining storage that may not be needed . Establish a shared commitment to and accountability for CX : Partners must ensure that they are able to successfully implement vendor standards and mutually agreed and aligned services through performance metrics on customer journeys .
Simply speaking , organised end to end systems across operations is vital in today ’ s competitive business landscape to improve overall business efficiency . And let us not forget the EX is the heart of carrying out this entire overhaul within a business . •
Departmental silos have always been a hurdle to achieve elevated CX . Silos make it difficult for the enterprise systems to interpret customer data and provides incomplete intelligence which could mean detrimental to efficient and accurate customer experiences .
Therefore , to eliminate the silos between the front , middle , and back offices , CIOs must and most updated information . This will help avoid delays and redundant efforts associated with duplicate data and increased time used to transfer information across multiple systems . This therefore enables improved results and increased customer satisfaction / experiences in the long run .
Increase visibility : It remains imperative for businesses to gain complete and accurate
Fragmented and disparate data across different siloes causes multiple problems .
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