Customer Expecta ons Con nue to Rise
2018 is all about the customer. They want always-on, self-
service, personalized access from anywhere through their
chosen pla orms, and when they don't get it, the impact on
loyalty can be devasta ng to a brand. To meet these new
expecta ons, organiza ons must innovate faster and offer
products that are so ware enabled and inter-connected.
Customer experience alone could be one of the biggest factors
driving transforma on ini a ves. But it's also offering businesses
a huge opportunity to be er understand their buyers and deliver
services in more ways than they could before. With the use of AI
and machine learning, today's business can serve their customers
needs faster and without human interac on, leading to a more
agile and responsive customer experience.
Increased Demands in Workforce Mobility
According to IDC, the U.S. mobile worker popula on will grow at
a steady rate over the next five years, increasing to 105.4 million
mobile workers in 2020. By the end of the forecast period, IDC
expects mobile workers will account for nearly three quarters
(72.3%) of the total U.S. workforce.
Just like customers, today's workforce wants always-on access,
even if they are not si ng at their desk, and allowing them
to access business tools outside of business walls only drives
increased levels of engagement with customers and other
team members. Organiza ons that recognize the need to move
towards a mobile-first approach will only fuel other digital-
first ini a ves that accelerate transforma on and incorporate
mobility into their day-to-day business processes.
What's Really Driving Digital Transformation?
Digital disrup on will displace nearly
4 out of the top 10 incumbents by
industry over the next five years.
IMD and Cisco, Digital Vortex: How Digital
Disrup on is Redefining Industries
