IT Capability: Develop Systems of Engagement

By | July 8, 2014
This entry is part 3 of 10 in the series Strategic IT Capabilities

Developing Omni-channel systems of engagement requires a number of subordinate capabilities:

  • Designing and developing engaging user experiences across devices and touch points
  • End-to-end architectures linking systems of engagement to systems of record, including data flows
  • Designing for usability, dependability and scalability
  • Instrument for deep analytics, including customer experience management
  • Designing for privacy, deployment, management and security
  • Adopting an agile development methodology.
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