The New Reality for Customer Engagement
How business process velocity has increased, on average, across industries due to information technology during the past three to four years.
Trading analytics: from 30 minutes to 5 seconds
Airline operations: from 20 minutes to 30 seconds
Call center inquires: from 8 hours to 10 seconds
Tracking finances: from 1 day to 5 minutes
Supply chain updates: from 1 day to 15 minutes
Phone activation: from 3 days to 1 hour
Document transfer: from 3 days to 45 seconds
Trade settlement: from 5 days to 1 day
Build-to-order PCs: from 6 weeks to 1 day
Source: Gartner research
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