Farnborough, United Kingdom, May 25, 2017 --(PR.com
)-- The paper – The omnichannel customer experience: Designing and building a customer-centric IT environment [H1] – rounds up actionable approaches to implementing a reliable, flexible and scalable architecture that orchestrates all systems and solutions, and engages customers across multiple digital and physical touchpoints.
Graham Oddey from Virtrium said, “Delivering a consistent and compelling customer experience across channels is now an expectation an organisation must fulfil. IT has to support this with an ecosystem that integrates systems and data, enabling enterprise to do business with and market to its audiences in a truly customer-centric way. When consumer journeys are seamless and allow people to easily achieve their goals this drives purchase and builds relationships, but any disconnect can damage brand loyalty.”
In the paper Virtrium explores the drivers for building an omnichannel customer experience – including digital transformation and IoT – and the challenges a business should expect to come up against. It then shares a framework for planning, designing and implementing the IT architecture that will underpin the experience, seamlessly integrating all the required data, systems, solutions and channels.
· Understanding the business’s strategic priorities, customers and technology.
· Integrating systems and solutions – back office, sales and marketing, e-commerce and store/Point-of-Sale (POS) – to facilitate an efficient, intuitive path to purchase.
· The role of data in creating an optimised, personalised experience that drives more profitable interactions, and how to arrive at a ‘single source of truth’.
· Mapping and redesigning customer journeys and business processes through streamlining and value engineering.
· Defining the target IT landscape, with the required core functionality and data.
· Identifying the right products, solutions and applications, along with all interfaces, connections and information flows.
· Considerations for costing, future-proofing and implementing the ecosystem.
A number of success factors are defined – including the need to take a strategic and staged approach, select the right suppliers, engage employees, manage the change and continuously review and remodel the ecosystem to keep pace with evolving demands and technologies.
The Virtrium team also shares within the paper a selection of useful models and tools, such as ‘10 critical questions to answer about your IT environment’.
The insight paper The omnichannel customer experience: Designing and building a customer-centric IT environment can be downloaded at www.virtrium.co.uk
Virtrium is an independent IT management consultancy, focused on ensuring that businesses optimise their return on IT investments and maximise the effectiveness of IT operations. Established in 2006, the company helps IT organisations manage business pressures by augmenting in-house skills and extending capabilities. Today’s businesses are constantly changing, and Virtrium ensures that IT is an enabler for these changes. We offer independent, practical advice on the business of running IT including sourcing, commercial management and cost reduction programmes. Virtrium’s professionals combine practical experience of implementing and operating information technology with hands-on business management skills to deliver pragmatic, effective results.
For further information please contact: Graham Oddey or Anne Robson