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CASE MANAGEMENT – JOURNEY TOWARDS CUSTOMER CENTRICITY
As we settle down in the digital era, there is a lot to look at and contemplate. Businesses today have witnessed a sea change in terms of customer acquisition and retention. Enterprises are treating every customer interaction as a unique case and as an opportunity to position their brand. Customers too are looking for real-time response and contextual interactions at all touch points. However, in the process of going digital for better customer experience, enterprises have overlooked the human element. Further, the rigidity of organizational processes is interfering with a good customer experience.
This newsletter gives insights on how Case Management can be leveraged to handle customer interactions, manage employee grievances and optimize processes like product recall and contract management. It enables businesses to execute smarter processes, empower knowledge workers and drive context in content. This edition also features Magic Quadrant for BPM-Platform-Based Case Management Frameworks.
- The Human Element in Digital
- A Case for Customer Centricity in Business Processes
- Case Management: a proactive approach to manage Employee Grievances
- Product Recall: a case for Case Management
- Magic Quadrant for BPM-Platform-Based Case Management Frameworks
- Newgen – Product Suite