Research Overview

Traditional BPM and customer experience (CX) services are undergoing a paradigm shift. The need for effective and efficient front- and back-office operations has led to process optimization through digitalization. In the past, organizations focused primarily on optimizing their front-office operations (customer facing functions including customer service and sales), while back-office processes (support functions including finance, accounting, and human resources) took a back seat. Both front- and back-office processes play a fundamental role in keeping day-to-day operations running smoothly and sustaining long-term business growth. Inefficient back-office operations such as legacy infrastructure and applications, manual processes, and siloed data sources have a significant impact on employee productivity and customer service.

Organizations are reimagining their business operations by applying digital technologies that help them unlock value and successfully address challenges. Digital transformation is now a fundamental part of every company’s growth and competitive strategy. To achieve a meaningful digital transformation, organizations should redesign and streamline their front- and back-office operations. Digitally savvy executives around the world are realizing that efforts to transform customer-facing operations are futile without effective and seamlessly integrated back-office operations.