To capitalize on their best opportunities to delight customers and provide next best actions, enterprise leaders must break down back-office and front-office barriers to ensure a new agile operating model where fluid, real-time, smart, customercentric processes can be assembled and disassembled with alacrity. Speedy, accurate response is often the difference between disappointment and delight.

IDC predicts that by 2024, 60% of capital investment typically earmarked for operational efficiency will shift to investment in operational responsiveness to the market for services and customization.

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