When an entire organization pivots to align with customer-centricity, the importance of front-office services increases significantly and the leadership roles in these areas change drastically. The need to support customers on digital channels and create the support structures in the back and middle office to make those channels effective is fundamentally changing not only how enterprises operate but also how they engage with service providers. We interviewed 21 customer experience services buyers from retail, high tech, consumer banking, telco, and health insurance industries and learned just how critical the digitally driven front office is becoming to organizations of the future.
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