As I noted in my last post, the success of most enterprises increasingly depends on the ability to deliver a positive customer experience online – an experience that relies on reliable, high-performing digital network architectures with several key capabilities:
Do your clients pay attention to customer experience? If not, they certainly should.
Several studies point to how poor customer experiences in multi-channel, mobile, and self-service interactions negatively impact buying decisions. And no wonder – by 2020, 85% of a typical customer’s interaction with an enterprise will not involve a human being .
How many times lately have you been reminded that customer experience is “king”?
Studies on this topic abound, with several pointing to the importance of customers’ multi-channel and mobile experiences. Delivering effective self-service capabilities matters a lot, too, since by 2020 only 15% of a typical customer’s interaction with an enterprise will involve a human being .
Choosing the right managed/hosted services provider for your organization can be tough because what such providers offer – and how they deliver – can vary greatly.
If your clients’ organizations are typical, they’re now using multiple cloud services – an average of five if they’re small or mid-sized, 18 if they’re large .
But while today’s hyperscale public cloud environments can often provide important capabilities far more effectively than in-house IT infrastructure, your clients may not quite realize that the data and applications they place in those clouds are theirs – not the cloud providers’.
If your organization is like most others, it’s using plenty of cloud services – an average of five if yours is a small or mid–size operation, 18 if it’s large .
After all, maintaining in-house IT infrastructure drains valuable time, effort, and management bandwidth for the sake of capabilities that today’s hyperscale public cloud environments can provide far more effectively.
