A Dramatic Shift in Customer Experience is happening
Consumer companies are dealing with a complex paradox. Every department — across lines of business and IT — knows that customers expect engaging experiences that directly meet their needs and help them to swiftly solve issues. But this awareness has often remained an implicit and unleveraged asset due to complexities in transposing customers' ever-higher expectations into business model innovation. Here lies the paradox: companies know the direction in which they should head but they can't pursue it because their legacy business models and technologies steer them down the path of "we have always done it this way."
Consequently, two macro types of organization have emerged:
The difference? The former have a market value up to five times that of the latter (source: American Customer Satisfaction Index).
The forward-looking companies are now taking it a step further. These organizations have started developing what IDC defines as "commerce everywhere" business models, designed to operate "commerce" beyond the "transaction" and "everywhere" beyond "customer-facing." The resulting customer experience approach aims to execute more sophisticated empathy at scale strategies that rely on the key aspects of consent, conversations, and customer journeys.
IT Services Are Essential to Implement and Run Digital Platforms
If empathy at scale is the strategic direction to follow, a digital platform is the vector that consumer companies need to pursue their journey. Such platforms are becoming a reality among consumer companies that are already mature in their business and technology approach to digital transformation. According to IDC's research, most organizations around the globe are gathering funds and building road maps to start implementing their own platforms.
Despite the inevitable differences, for IDC, digital platforms need to have four core capabilities:
Implementing and running a digital platform requires a large amount of enterprise resources, for a long time. An IT services approach therefore should be considered to efficiently and effectively execute the broad range of IT operations that are part of such a complex journey. Ideally, a portfolio of IT services should include:
To understand how Ricoh can help your organization to unlock efficiencies, reduce operational capabilities, and deliver consistent outstanding customer experience, please visit download the IDC Whitepaper
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