Transforming franchisee support delivers the best experience

Digital technologies are driving change to traditional business models as expectations grow for a personalised and on-demand experience with every interaction.

As customer care is increasingly being backed by IT operations, technology is even more critical to consumer-facing businesses, from retail to restaurants.

This is an opportunity to reimagine the service delivery strategy with a business view and consider who from the IT operations team will be facing off with the franchisee business owner and engaging in the governance of business decision-making. Breaking down these barriers to achieve consensus and a unified strategy will pay dividends.

Digital transformations are underway and digitally enabled businesses will continue to challenge older franchises to adapt to digital platforms. Planning your strategy and aligning your technology and tools will advance you on your journey.

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