In today’s digital world, customers expect seamless journeys that deliver the products and services they require at exactly the right time and place. Product and service providers across industries are choreographing customer journeys that span digital and physical channels, creating almost effortless experiences to fulfill their brand promises. The result: stronger loyalty and revenue growth through increased customer lifetime value.
Many of these experiences put a decidedly new twist on familiar experiences. For example, both Uber and Lyft have completely changed the experience of personal transportation, using a digital app to orchestrate the process of connecting travellers with drivers. Swiss, the national airline of Switzerland, uses robotic automation to automatically check in qualifying passengers and provides completely self-service check-in for some flights, even for travellers with baggage.
These experiences have become the benchmark by which customers review and rate communications service providers (CSPs). The challenge for CSPs is to compete at the same level by offering a more agile, frictionless, and omni-channel experience than their competitors do.
To succeed, many CSPs need to transform into not only a digital service provider, but also a digital process execution company.