Customer experience is the new battleground for differentiation. But delivering on that experience requires a wide variety of digital capabilities that aren't found in a typical application architecture. After years of CEOs asking their organizations to become customer-focused, it has become plainly apparent that the silos do not organically unite. With an increasing focus to “do customer experience” comes a responsibility inside organizations to “do” it correctly. This appreciation for delivering a comprehensive one-company experience brings with it a new imperative to unite the organization in understanding and developing the competencies to work in this manner. But working through silos isn’t easy and bringing a data driven approach to customer service when data is in multiple applications is challenging as well. Hear Celent Head, The Americas, Property Casualty, Karlyn Carnahan discuss a new framework for a customer centric approach and how to transition to the new digital architecture that is required to support it.

This is a client ONLY webinar. If you have any questions regarding registration, please contact Chuck Smith at csmith@celent.com.