Digital technology has changed the game, but customers changed the rules. Business models are being redefined by the customer experience, and it is changing the way companies design products, deliver services, and protect and grow their brand value. The customer experience benchmark, regardless of industry, is set by digital leaders such as Amazon and Google. It is efficient, personalized, driven by transparency, and totally secure. Leveraging technologies such as robotics, AI, augmented reality, and voice recognition, processes can run in a virtuous cycle of constant improvement fed by continuous feedback, thereby becoming smarter over time. The resulting capabilities, such as greater visibility, remote access, and more control, enable companies to optimize their operations in real time and deliver a better customer experience. We work across all industries and encourage rethinking the customer experience and asking the following questions:
- How do I develop digitally enabled products and services to enter new markets?
- Do I need to disrupt my current business model to stay relevant (e.g., pay for outcome, digitize products and services, etc.)?
- Is my technology infrastructure sufficiently agile to satisfy ever-changing customer needs?
- How do I redefine my brand to stay relevant in a digital economy?Is my company culture centered around customer experience and digital innovation?