Transform the customer experience by making your existing technology investments work around your people and processes, not the other way around.
Identify areas of inefficiencies, duplicate effort, missing data, rework and bottlenecks that can be addressed through training, automation, and other improvements.
Identify issues related to data entry, following steps, etc. to ensure business and compliance rules such as PCI, HIPAA, etc. are followed.
Capture key information about high value customers, unapproved app use, performance, service level objectives, out-of-date software, and additional areas of interest.