Today’s dynamic world continues to put increasing pressure on revenue agencies. Frequent budget reductions and resulting staffing issues have made doing more with less the new "norm." The rapid pace of technology innovation, tidal wave of customer data, expanding partner ecosystems and continuously evolving security threats all compound revenue agency pressures. Concurrently, customer expectations continue to rise, calling for service levels that are comparable to commercial brands.
What does this mean for the future of customer engagement?
Accenture believes that the revenue agency of the future will:
An agency interested in transforming customer engagement into a strategic asset must take two important first steps: redefine its "North Star" vision and evolve capabilities such as skills, culture and technology.
Paying taxes will never be seen as an experience on equal-footing with most other experiences in people’s lives. But, agencies can proactively transform customer engagement and experience to reduce stress, anxiety and confusion and deliver a greater sense of satisfaction than today.