What counts Digitally and Physically? Cross business function project management and IT platforms are of equal importance.

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.

Business priorities:
IT priorities:

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

Complimentary offer

Transform your customer relationships

With personalised, profitable, engaging and valuable technology led experiences

Read More

Related Insights and Customer Stories

  • Innovation Collaboration and Expertise at our Oviedo Hub

    Accelerate the impact of digital innovation and transform your technology experiences...

    Read More
  • IDC Ricoh Digital Workplace Insights Whitepaper

    Learn how to future proof your business with a digital platform and Ricoh IT Services

    Read More
  • Ricoh’s intelligent multichannel portal for a leading bank breaks new ground

    Discover how a European Bank improved their customer digital experiences through Ricoh ITS devops

    Read More
  • Dia Supermarkets

    Ricoh e-commerce solution helps Dia stand out from the competition, providing an immersive shopping experience driving customer satisfaction and loyalty

    Read More

Book your assessment today

* Required fields

Salutation *
First Name * Please fill in your first name
Last Name * Please fill in your last name
Email * Please fill in your email address
Mobile * Please enter your mobile number
Country * Please select your country
Company Please fill in your company
Department
Role/Title
Is there anything we can help you with?
Can you explain your needs? * This field is required
Is there a timeframe you need to achieve that in? * This field is required
Do you have a budget in mind? * This field is required
When is a good date/time to contact you? * This field is required
Download

Thank you for providing your details, one of the team will be in touch shortly.

Fill the form below to download the resource

* Required fields

Salutation *
Email * Please fill in your email address
First Name * Please fill in your first name
Last Name * Please fill in your last name
Mobile * Please fill in your mobile number
Country * Please select your country
Company * Please fill in your company
Department *
Role/Title *
Is there anything we can help you with? *
I would like help with ... *
Can you explain your needs? * This field is required
Is there a timeframe you need to achieve that in? * Please select timeframe
Do you have a budget in mind?* Please select budget
When is a good date/time to contact you?* This field is required
Download

Thank you for providing your details, you are now being redirected to your article.

Fill the form below to download the resource

* Required fields

Salutation *
Email * Please fill in your email address
First Name * Please fill in your first name
Last Name * Please fill in your last name
Mobile Please fill in your mobile number
Country * Please select your country
Company * Please fill in your company
Department *
Role/Title *
Is there anything we can help you with? *
I would like help with ... *
Can you explain your needs? * This field is required
Is there a timeframe you need to achieve that in? * Please select timeframe
Do you have a budget in mind? * Please select budget
When is a good date/time to contact you? * This field is required
Download

Thank you for your submission!

The page will load shortly