Buying a product on Amazon is as easy as a single click – literally. Searching for and starting a film on Netflix takes mere seconds. Making a payment in a shop can be as effortless as waving an Apple Watch over a terminal.
Your customers are growing ever more accustomed to the ease of these types of transactions – and are starting to demand it in all areas of their life, whether this is making a bank transfer, applying for a visa or registering a car.
Digital-native enterprises have been at the forefront of this shift in tech-driven customer service improvement, backed by significant investment in research and technology – leaving incumbents struggling to catch up. For many businesses now, simply offering a high-quality product or service at a competitive price is no longer enough.
What many incumbents fail to realize is, the customer experience has become an integral part of the product. The ease or otherwise of obtaining a product or service, and the post-purchase experience, have become a journey in which the product or service itself is only one small part.
While commercial companies are the most affected by this shift, public sector entities are also being buffeted by the consumer experience wave. Under pressure from citizens, users and governments themselves, the public sector is being challenged to re-organise itself around user expectations and demands for new technology and smoother experiences – rather than internal processes and politics.
In order to be successful at reshaping the customer experience, organisations need to have a clear understanding of customers’ needs and preferences – including the understanding that there is never just one type of customer.
The journey towards an improved customer experience can be long and challenging, with missteps not just possible, but almost certain. But completing the journey can pay back the time and effort spent many times over, delivering increased revenue, improved customer loyalty, and even simpler business processes.
Who needs it?
A Customer Experience Transformation programme may be right for organisations facing the following challenges:
Injazat’s Customer Experience Transformation approach:
Our solutions combine industry expertise with scale, propelling your enterprise towards digital transformation
Our broad portfolio of services and experience in managing diverse systems will enable you to transcend your boundaries into the smart and connected world
Empower your business with IT, managing traditional IT environment, while optimising infrastructure and adopting new technologies to enable to run an efficient IT operation that supports business objectives