Delivering Innovative customer experiences requires agile operations
Delivering Innovative customer experiences require agile operations
In this report, IDC explains how to improve customer experiences by uniting back- and front-end using agile practices. IDC predicts that by 2024, 60% of investment in operational efficiency typically shift to investment in operational responsiveness to the market for services and customization. Adopting agile practices enterprise wide is a critical step for companies who wish to compete against the likes of Amazon, Alibaba, and Apple.
Enterprise wide innovation is required to compete with the likes of Amazon, Apple, Alibaba, and other digital disruptors whose presence is seeping into virtually every industry. The urgency to respond to customer demands is getting board-level attention. Providing better customer experience is the number 1 top objective for adopting a digital business strategy, according to IDG’s 2019 Digital Business Study1. The financial implications are imperative as market share slips quickly between companies during times of disruption.
Innovators in all industries are taking share from their competition with ingenious operating models that achieve astounding results. A consumer bank grew credit card payments by 50% in value by offering mobile ability throughout the full customer financial journey. A digital-first telemedicine provider is breaking growth records by facilitating 60% virtual interactions. A trucking manufacturer dramatically improved its customers’ experience by reducing maintenance costs by up to 30% and decreasing catastrophic breakdowns by 80%.
To capitalize on their best opportunities to delight customers and provide next best actions, enterprise leaders must break down back-office and front-office barriers to ensure a new agile operating model where fluid, real-time, smart, customer centric processes can be assembled and disassembled with alacrity. Speedy, accurate response is often the difference between disappointment and delight. IDC predicts that by 2024, 60% of capital investment typically earmarked for operational efficiency will shift to investment in operational responsiveness to the market for services and customization.
