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Is Our AI and Automation Strategy Right for Us?

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Customer Experience

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Why shift from cost efficiency to customer experience?

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.

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How can digital platforms help you improve the customer experience?

 

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.

As digitization becomes an ever more crucial factor in people's lives, it also becomes an important consideration for any organization. Companies need to understand how they can create value by using digital platforms to interact with their employees, business partners and customers. So what role can digital platforms play in enhancing your customer experience?  
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Spotlight on the customer: Bridging the Internal-External Divide

Spotlight on the customer: Bridging the Internal-External Divide

As you set yourself the task of improving your company's business processes, you may wish to focus on how your changes will optimize the end experience of the customer. But who exactly counts as a customer of your organization? Your company's customer base is likely larger than you expected, which means you may need to rethink your approach to business process management.

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Positioning BPM to Deliver Consistent Customer Experience

Positioning BPM to Deliver Consistent Customer Experience

As technology moves forward, it triggers a change in customer behavior. Unless you are primed with an effective Business Process Management (BPM) strategy, you'll find yourself scrambling to resolve customer-driven disruption.

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

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