Tag: customer segmentation

For many business leaders, the heat is on. They face inflation, supply chain disruption, labour shortages, and pricing pressures. Protecting margins while meeting customer needs and navigating economic uncertainty is crucial. However, many lack transparency and granularity in actual cost structures.

In the past three years, we’ve seen consumers demanding unprecedented levels of online experiences across most industries. Unfortunately, the bad guys go where the money is. As online activity booms, we’ve seen the number of suspected digital fraud attempts in the financial services sector increase by 30% between 2019 and 2022.

Recently, I wrote about what I would tell my 26-year-old self. This piece was well-received because it resonated with many people. You see, hindsight is 20/20, and so the ability to have access to some wisdom that comes with age is priceless.

We are amid a major digital revolution dominating every sector of the economy. Enterprises now focus on enabling consumers, employees, and ecosystem partners. Companies no longer just serve customers; they collaborate with them. They no longer just compete with rivals; they partner with them. They’re no longer limited by industry boundaries; they ignore them. In short: platform-based ecosystems are the new plane of competition.

Managing a cloud estate can be a culture shock. The traditional operating mode centred around buying, running and decommissioning physical hardware over multi-year cycles is replaced by a need to continuously manage and optimise capacity, consumption, cost, performance, and business innovation.

Our research shows while the type of industry will greatly influence customer experience (CX), ultimately it is a matter of choice and first contact resolution. The importance of CX and the value a business places on the experience clearly depends on the industry – but when customers have the option to choose, CX becomes critical.