Customer-centric marketing and business strategies have been on the rise for years, but one of the biggest business transformations to come this year will be the role enterprise architecture plays in customer experience. Savvy business leaders looking for ways to accelerate their companies’ growth and win customer loyalty will turn to enterprise architecture for help designing customer-centric business models and strategies.
Serving your customers’ needs and not just meeting, but exceeding their expectations, is now what’s required to acquire new customers and keep your current ones happy. It’s crucial to design digital business models that have a focus on customer journey mapping enabling your organization to improve customer experience. Gartner believes that this year, 40% of enterprise architects will focus on design-driven architecture that puts the customer at the center.
To be a 2018 technology innovation leader, customer experience should be a top priority for your organization’s future digital business plan. Leading digital business evolution and transformation isn’t done overnight but is a must-do as consumers’ choices grow and the competition to win their business is stiffer than ever.
If you haven’t implemented a plan yet, a great place to start is customer journey mapping which helps companies see their business from the customer’s perspective, including the pain points that can derail buyers from making or completing a purchase. It is the starting point to redesign company processes that make the customer journey easier and more rewarding for buyers.
So many companies, including your competitors, are focusing on improving the customer experience and need software solutions that can unite information about customer-facing processes across the enterprise. The increased transparency these software solutions are providing is equivalent to having a crystal ball that shows you why customers aren’t buying, where they’re dropping off in the sales cycle, how to influence their purchase decision, and how to increase current customers’ satisfaction with your products and services. Isn’t that a crystal ball you’d like to own?
If customer journey mapping and customer experience is on your 2018 roadmap, check out our recent blog post 3 Must-Remembers Before You Begin Customer Journey Mapping and you can learn more about MEGA’s customer experience solutions on our website.