Getting your digital transformation started can be a daunting challenge.

New Customer behaviors are driving innovation in business and challenging the existing operating model. Digitalization has given rise to the customer era. The digital customer is more powerful and demanding: loyalty means nothing – customer experience is everything. 73% of CEOs recognize that traditional business models will be obsolete in next three years.

3 Key trends in customer behaviors that are challenging the current business model.

  1. Need for multichannel interaction
  2. The management concern: Only 36% say they are very effective at offering seamless and fast onboarding across channels either of new customers or new services to existing customers

  3. Desire of friction-free experience
  4. The management concern: Data is available but businesses struggle due to internal operation barriers and lack of analytics capabilities:
    • Only 35% are able to use analytics to extract value from data
    • Only 19% can harness all available data to optimise customer interaction

  5. Expect immediate response
The management concern: 42% have not yet fully implemented an automated decision system to better manage customer onboarding.

What leading organizations are doing

Organizations need to improve the customer experience, serving their customers more and better to protect their business, increase coverage on existing customers as well as grow their market share. Leading organizations realize the importance of a great Omnichannel onboarding experience - the process of onboarding new clients and onboarding new products and services to existing clients across multiple interaction points in a seamless and effective way.

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Forrester Report The New Frontier: Unlocking the Power of Data

Forrester Report

Data insights-driven organizations will be the winners in the digital economy.

The shift in power and focus on the customer means organisations must digitally transform their business to keep up. To deliver on these new expectations, companies need to get the most out of the data they have access to and turn it into insights that can help better serve customers in real-time.

In this report with Forrester, nearly 600 CXOs across Europe’s largest enterprises were surveyed, and it's clear many business leaders continue to struggle with competitive pressures on traditional business models and already constrained internal resources. Get the report to find out how orgnanizations can meet these challenges and learn about three key strategies for success.

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Why your investment in digital solutions is worth it


Frustrating experiences

34% of customers report frustrating online experiences getting onboarded


Drop out

Nearly half admit poor user interfaces on their own can be enough to abandon a transaction.


Get it right

Around two in five digital customers say they would be less likely to interact with a provider again if they suffered a failed transaction


Credibility counts

Up to a quarter share poor experiences via social media with peers, friends, family and colleagues.


Security and trust

75% surveyed say cyber-security is a high priority for them, notably rising to 80% of those aged 55+.

 

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