The future of the front office

With new technologies and rapidly changing customer behaviors and expectations, the lines between customer service, sales and marketing have begun to blur. Today’s “connected customers” are creating tectonic pressures on the front office, forcing its traditional functions to converge in a new operating model.

To succeed during constant disruption, companies must connect with their customers on multiple levels and channels, but simply interacting with the customer is not enough. Leading front office organizations have begun to respond effectively by embedding awareness of and benefit to the customer in every aspect of the business. Marketing, sales and services now follow customers. Personalized, real-time engagements take precedence as organizations begin to provide solutions, along with products, and the connected customer continues to morph in identity, preferences and expectations.

Companies that take initiative have the opportunity to get out in front of disruptive forces and their customers’ expectations to achieve their target customer strategy.