The ‘on demand’ mindset of the modern consumer is forcing businesses of every type to digitally transform all aspects of their delivery strategy. According to Forbes in today’s age of the customer, brands have embraced customer experience as a key competitive differentiator, with a Deloitte survey revealing that 90% of businesses flagged improving the customer experience (CX) as a strategic focus.
However, for businesses, this new customer demand, coupled with increasingly sophisticated expectations, means the pressure is on to handle more complex customer interactions across a variety of channels: voice, web, social media and self-service chatbots.
According to an article in Marketing, by 2020, 25% of customer service and support operations will integrate with virtual customer assistant (VCA) or chatbot technology across engagement channels. This percentage stood at less than 2% in 2017, according to Gartner.
So, what can business do to stay ahead of the competition and their customers’ needs?
Research suggests a combination of people, processes and technology is the key to customer happiness.
According to diginomica, businesses might be drowning in data, but the most effective organisations are sifting information sources to create new insights. By using data analytics to push content to customers, companies in all sectors can develop stronger relationships.
The success of companies in this digital age will be defined by their ability to use all this data, knowledge, innovation and agility to turn ideas into value and to do it better and faster than others. But to do this, businesses must prepare, adapt and implement a clear digital strategy, or risk drowning.
A successful digital strategy relies on IT infrastructure from the core to the edge, from devices, to networks, to compute, to storage. SCC can support you in assembling the components you need when it comes to hardware, software, services and solutions, whether you’re at the start of your digital journey or fine tuning a well-honed strategy.