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Pursuit of building composable enterprise.

CX Unity delivers composition

Fixed or siloed application experiences no longer meet business and customer requirements. Our Rainbow of CX technologies help organizations transcend omnichannel thinking and embrace multi-experience for improved CX. CX Unity (not to be confused as a technology stack) as a consulting practice helps brands build composable fabric for delivering signature CX by combining the different forces with cohesive strategies.
The technological and organizational borders between the application development, automation, integration, and governance disciplines will blur and the relevant strategies will merge - Gartner
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Relate

Identify processes, tools, and technologies that are relatable for Business-IT composition to deliver CX Continuum.

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Connect

Connect the tools and technologies by identifying the APIs to create an experience flow using Customer Data Platform (CDP).

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Integrate

Build seamless integration with the related and connected applications, tools, processes, and technologies across the organization.

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Transform

Keep investing in enterprise-grade, multifunction and multi persona integration to benefit from this vision for the future of applications.

Some of the composable enterprise scenarios:

Composable Enterprise Scenarios Diagram
Source: Gartner

CX Unity Framework behind Relationware

Relationware is Virtuos Hybrid Integration Platform using a myriad of tools, applications, and technologies such as Mulesoft.

A "light" form of Relationware providing just five elements of the framework would be enough to support application experience composition by IT and non-IT constituencies:

  • Communication styles and protocols
  • Service mediation and event brokering
  • Core application and data integration
  • Orchestration and composition
  • Governance and operations
  • Low-code development capabilities, as a sixth element, could be a plus
CX Unity Relationware Diagram
Source: Inspired from Gartner Frameworks

A composable enterprise is an organization that delivers business outcomes and adapts to the pace of business change. It does this through the assembly and combination of packaged business capabilities (PBCs).

CX Unity comes from Culture

Our CulturO™ PRISM model offers case studies on various culture hacks.

The CX Unity workshop covers discussions about customers often center around facts and data. We also engage with the organization to see how they are:

  • Operationalizing customer empathy
  • Hiring and orienting employees for customer centricity
  • Harnessing customer data for insights, and finally
  • Linking the employee culture for customer outcomes
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Values

  • Principles
  • Priorities
  • Drivers
  • Motivators
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Practices

  • Activities
  • Rewards
  • Routines
  • Terminology
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Mindsets

  • Thinking
  • Attitude
  • Perspectives
  • Viewpoints

Behaviors

CulturO PRISM offers a five point framework as part of CXNow Transformation program.

CulturO Prism Diagram

CX Unity implements CDP and MDM

CX Unity complements a rainbow of CX Technologies and comprehensive Customer Data Platform (CDP) and Master Data Management (MDM).

Organizations need Customer 360 insights for two mission-critical priorities: Optimization of the CX and digital transformation. Over half (56%) of the respondents to the 2018 Gartner CRM Applications Survey said that MDM of customer data will be very important for their CRM/CX projects by 2020. The same survey showed that 50% are using digital analytics or marketing analytics in their CRM/CX projects.

Almost three-quarters (72%) of the respondents to another 2019 Gartner survey said they had fully deployed or were in the process of deploying a CDP.

Customer 360 report diagram

You cannot deliver Customer 360 experience without first enabling your Organization 360 for CX

Connect with Virtuos today to deliver CX Unity Transformation services for creating a composable enterprise that can fully exploit and harness the collective forces of CX enablers. Connect with Us

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It’s not Sales or Service Cloud. It’s EXPERIENCE CLOUD! Designed for delivering superior experiences to your customers, employees and other constituents. Contact us today to know more.

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