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Without the technological advances that have automated and streamlined processes, facilitated the consolidation and real-time use of data and increased the effectiveness of communications, business would still be in the ―Stone Age – shuffling vast quantities of paper around, having little insight into what customers really want and ever so slowly responding to market conditions. Intelligent and timely adoption of technology is core to every enterprise’s success and growth.

But delivering technology components is not enough, especially when it comes to meeting the demands of the modern customer service organization. Gaining control of the service experience to rapidly adapt to market pressures, increase customer loyalty, reduce service costs and ensure compliance is imperative for every customer service executive. This requires a technology solution that enables successful collaboration between IT and business and gives business owners total control over service experiences.

There is a need for a customer service solutions that empowers IT and service organizations to collaboratively design and adapts service experiences in minutes, not months, meeting the needs of both customers and the business.

To enable efficient and effective customer service processes IT organizations continue to focus on how technology can improve service delivery and the performance of both the IT and customer service organizations. In its 2010 State of the CIO Survey, CIO magazine identifies the top three imperatives to be:

• Aligning IT initiatives with business goals.
• Improving IT operations and systems performance.
• Cultivating a better IT partnership with line of business operations.

Today advances in technology, including service-oriented architecture (SOA), distributed services, Web 2.0 and cloud computing offer a host of opportunities for improving the customer service experience. While your organization may look at Web 2.0 and distributed web self services to increase the quality and efficiency of your service experience, you cannot simply leave your legacy information and systems behind.  You need a Service Experience Management (SEM) platform that can empower

• Your customer service team to take control of the service experience and gain the business insight that enables the delivery of effective experiences.
• Your IT team to take control of the diverse set of existing customer service applications and effectively leverage these during each service interaction without imposing a heavy burden on IT resources.
• IT and service organizations to collaborate quickly and effectively change and improve the service experience as new market opportunities and business demands arise.

Enterprises can finally gain control of the customer service experience to turn service operations into profit centers. At the same time, IT organizations can gain a flexible, agile business solution engineered

With today’s most important technology standards to provide a seamless fit with current corporate architecture, reduce the burden on staff, effectively leverage current assets in service operations, and develop new levels of collaboration with the service organization.