Enabling better and greater communication and collaboration across all business departments is a key ingredient in successful customer operations programs that orchestrate service and back-office activities.

Firms with a customer operations program focused on orchestrating their service and back-office activities ultimately reduce costs, drive customer satisfaction and loyalty by delivering consistent and effortless experiences designed to rapidly resolve client issues.

This report uncovers the role and impact of customer operations on service and back-office activities — highlighting how leading firms build and manage a top- notch customer operations program that rewards them with loyal clientele, agility, efficiency, and reduced costs.