In order to compete and win in today’s digital economy, organizations must reinvent their contact centers to serve as customer engagement centers.

In this report, Gartner describes how a customer engagement strategy rooted in Case Management can revolutionize contact center operations and deliver customer engagement excellence.

Appian invites you to explore:

  • Common challenges and Gartner’s recommendations to ensure intelligent, successful customer service experiences
  • Benefits of multichannel support and event- and model-driven case management to transform the role of the customer service agent
  • Guidelines to evaluate core IT capabilities and enterprise needs to better understand the vendor landscape and navigate the procurement process

Place Case Management at the Core of the CRM Customer Engagement Center, Michael Moz, 20 June 2017