Customer Engagement Management White Paper
IT departments are traditionally concerned with integration, communication of platforms and the IT eco-system. How can IT leaders retain rightful control of engagement management, be viewed as business enablers while staying within their budget?
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Customer engagement is seen as the domain of marketing and customer interaction points.
The number of digital channels with which organizations interact with customers, citizens and stakeholders has multiplied and with it the number of requests from marketing and line-of-business departments to deploy or change externally facing applications.
Web engagement management – the summation of an organization’s externally facing applications and services – impacts so many corporate systems that IT departments should not abdicate responsibility to content owners in line-of business and marketing departments. But IT departments can rarely move at the pace the business requires without funding an expensive standing army of business-savvy programmers.
This paper looks at how IT leaders can retain rightful control of engagement management, facilitate business goals and at the same time stay within their budget.
