Oct. 7, 2021 | 7:00 AM CEST
Expectations around the customer experience will continue to change radically over the next few years. Emerging technologies, shifting demographics, evolving consumer preferences, and increased environmental awareness are all driving radical change in consumer products markets. With "digital natives" seemingly more agile and setting the new benchmark, traditional businesses are often under pressure to reassess their value proposition, their business models, and their customer interaction strategy to ride the waves of emerging and abating trends as well as capitalise on new business-building opportunities.
Effectively and efficiently managing the customer journey is paramount in this digital age. The real value is in having the essential capabilities for a real-time customer experience, real-time decision-making and near real-time eco-system optimisation. However, this is often blocked by legacy processes and challenged by the lack of end-to-end capabilities in-house.
It is imperative that companies ensure they are not left behind and remain competitive in this ever-changing world. But how can organisations undertake a successful transformation that is customer-centric while being able to manage (and often overcome) emerging risks and remaining aligned with their business strategy? What should companies be doing to adapt their technology ecosystems to ensure they can thrive amidst growing, and ever-changing, customer expectations?
Join this peer discussion as we will explore how companies (previously more reliant on face-to-face customer interaction) can optimise their digital strategy and successfully and seamlessly transition in the world of online business.