Customer service is undergoing its most dramatic transformation since automatic call distribution prompted the beginning of call centers in the 70s. For decades there wasn’t much change despite innovations such as touch-tone dialing, 1-800 numbers, and interactive voice response systems – technologies that became widely available by the mid 80s.
While they seek to deliver marketing that is both meaningful for consumers and profitable for brands, today’s marketers are working within a discipline undergoing a fundamental transformation. As marketing’s traditional creative skills merge with technology to meet the needs of an always-on, tech-savvy consumer, those two areas of expertise need to combine. When they do that well, they unlock the promise of data for business.
CAMPBELL, CA, Jan 9, 2019 – Building on its strategy to develop innovations that drive retail transformation for brands, retailers and manufacturers, product lifecycle management (PLM) leader Centric Software has announced new additions to the Centric Visual Innovation Platform (Centric VIP). Developed in partnership with world-leading brands and retailers, Digital Concept Boards and Digital Buying Boards re-define design ideation and buying by fully transforming the ways teams collaborate, share ideas and make decisions. Centric Software provides the most innovative enterprise solutions to fashion, retail, footwear, outdoor, luxury and consumer goods companies to achieve strategic and operational digital transformation goals.
‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking.
Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Seemingly every customer believes they have the power to bend the business world to their exact needs. To acknowledge that customers want better service isn’t enough. The digital transformation of business, and the resulting rise of the customer-centered economy, must inform every action your customer success team takes. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist. They must stand as opportunities for connection, chances to demonstrate how your company knows what each and every customer deserves.
- Michael Guggemos, Chief Information Officer – Insight, shares his thoughts about what will be the key issues for the channel in the months ahead
The rise of unbundled micro-services
2019 will see the beginning of the next big shift in enterprise computing, from conventional cloud computing to micro-services. Currently, most cloud services come in the form of purchasing access to bundled apps (eg. Office 365). But for many organisations, this involves paying for access to tools they don’t use. The next logical step is to only pay for the individual services consumed. This makes things very easy and efficient for users, who can use the best tool for the job rather than being confined to a bundle. But it does bring complexity for software providers and IT. The former need to pull apart their bundles into individual service layers without undermining the integrity of each tool. The latter will need to manage a wider volume and variety of providers.
Technology is evolving at a breakneck speed, and keeping up with a deluge of new emerging trends can be challenging for enterprises. However, businesses not only need to keep up with the trends and developments within their respective industries but also identify which technologies to adopt in order to evolve in a rapidly changing enterprise landscape.
Is the introduction of the General Data Protection Regulation (GDPR) across the EU likely to have an impact on data protection views and legislation in the US in 2019? As one would expect, the answer isn’t clear cut. There’s a clear direction of travel in terms of opinion, but can differing vested interests find consensus?
Digital transformation is one of the key buzz phrases of the decade. TechRepublic talked to experts to find out how they predict companies will spent their IT dollars on digital transformation.
Participants in the roundtable included:
- Amy Chang, senior vice president of collaboration, Cisco
- Jeff Wargin, vice president of product management, Duck Creek Technologies
- Pete Blackshaw CEO, Cintrifuse
The concept of the “workplace” is changing.
To succeed in a business environment, today’s employees don’t necessarily need a desk at a specific office or a pre-set schedule for when they need to work. Increasingly, organisations around the world are beginning to embrace a more flexible and agile approach to getting things done. This digitally-enhanced workforce is continually being empowered by new and intuitive solutions like cloud communications, collaboration tools, and huddle rooms.
As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. To help you plan for 2019, we report on six major trends that are set to shake up the industry.
1. New messaging channels
In 2019 we expect the use of messaging to increase even further. The growing number of customers using messenger platforms (1.5 billion on WhatsApp and 1.3 billion on Messenger) and the rollout of business apps, will encourage companies to adopt this means of communication.