convedo Intelligent Process Automation Blog

The old saying "The customer is always right" has never been more true than right now. Globalization, innovation and the internet are providing today's customers with more options than ever before, which also means that they have more power than ever to vote with their wallet. What's more, customers—especially those in the millennial age group—are increasingly looking to purchase experiences rather than objects.

Research and intelligence firm Walker Information has released a report titled Customers 2020 predicting that by the year 2020, consumers' behavior will change to make customer experience, rather than price or product quality, the most important factor in buying decisions. With these structural changes in mind, many businesses have shifted from a cost-centric to a customer experience-centric mindset.

In the past several decades alone, innovations in machine learning and artificial intelligence have drastically altered the world as we know it. Advances in the way that computers “think” have powered everything from self-driving cars to personal assistants like Siri and Alexa.

Digital transformations have revolutionized business and society in the last 20 years — and they're only getting started. According to Gartner, there are currently 8.4 billion devices connected to the Internet of Things, with this number projected to rise to 20 billion by 2020.

BPM is all about organizing your business to provide an enhanced customer experience and take customer satisfaction to a new high.