Overview
What’s the role of the back office? The answer to that often used to be: a necessary function to fulfill operational requirements. That has changed. While operational efficiency and excellence are still important, the role of the back office has been elevated to new heights. It has become a critical piece in influencing the success of customer experience (CX) programs, going beyond its traditional role as a cost control and efficiency entity.
The report emphasizes the return on investment (ROI) observed by business leaders including cost, efficiency, and CX successes when transitioning from traditional back-office methods to a modern approach designed to meet evolving customer and market needs.
