How IT Is Improving the Customer Experience

 
 
By Dennis McCafferty  |  Posted 2015-10-12 Email
 
 
 
 
 
 
 
 
 
 

The vast majority of companies are increasing their investment in customer-focused technology, according to a survey from Glance Networks. From the top organizational levels to the rank-and-file, a groundswell of demand has emerged for new solutions that can help companies better serve customers while improving consumer engagement. Subsequently, business leaders are prioritizing investments in cloud storage, customer relationship management (CRM), and business intelligence (BI) and analytics. They're also targeting data security for spending increases, given growing concerns among customers about the protection of their personally identifiable information (PII). While acquiring such technologies can create advantages for an organization, Glance advised that it's also key to provide good training for employees so they learn how to maximize the tools' value. "Being a customer-centric organization is no longer a brand differentiator, but an expectation from consumers," said Tom Martin, CEO of Glance Networks. "Every day, more consumers place increasing value on brands that help, and IT decision-makers are recognizing and reacting to this trend. [But] implementing technology without the proper training will create a significant gap in employee awareness of the technologies and how to properly use them. Providing the right training empowers your team to be more efficient and connected to your customers." The research includes qualities to look for in a technology vendor/partner, and we've included some of those here. A total of 150 top IT decision-makers—including tech managers, CIOs, CEOs and other C-level/vice president-level executives—took part in the research. (Additional research that was included here was originally published by PwC.)

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.
 
 
 
 
 
 

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