Aberdeen Group Knowledge Brief:

The Business Value of a Next-Generation Back Office

To deliver truly seamless customer experiences, organizations must digitally transform not only the customer touch points in the front office, but their supporting back-office operations as well.

Customer experience leaders with next-generation back-office organizations:

• Enjoy 3.7 times greater year-over-year growth in annual revenue
• Realize a 49% increase in quality SLA achievement
• Improve employee productivity 4.2 times more than traditional counterparts