Consumption and Retail:

Consumer Packaged Goods (CPG) companies are seeing an end to traditional business models that link manufacturers to retailers and consumers.

Retailers around the world face threats to their very survival, from erosion of margins and declining market share to digitally savvy consumers who expect a great customer experience with every interaction.

To succeed in this volatile environment, consumer and retail companies need a holistic, company-wide, "outside in" approach that connects their main, middle and back offices. Aligning with the client's agenda is paramount.

Insure:

As a non-life insurer, do all relevant parts of your organization that affect the customer experience, directly or indirectly, understand and act in accordance with your identified customer agenda?

To be successful in winning the loyalty of 21st century customers, insurers need an enterprise-wide approach that connects the capabilities of the front office, middle, and back office to properly focus on their client agenda.

Power and utilities:

Utilities ensure there is a reliable source of power. They respond quickly to outages and provide easy-to-understand invoices. These services have always been at the center of market expectations for public services. But today's customers are more empowered, aware, demanding, and connected than ever. They certainly want more from a utility company than just "keeping the lights on."

Retail Banking:

Today's retail banks offer banking apps to check balances and pay bills anywhere, anytime, credit card applications with real-time approvals, and instant access to credit. As a result, they have increased the number of customer touch points by 1000% in the last two decades.

But as the number of customer interactions continues to increase, bank executives have found that the number of sales opportunities has decreased. They have also found that as the number of customer interactions increased, the number of channels requiring service has remained stable. They have added phone apps, but customers still need ATMs; They added mobile deposits but customers still need branches. The promise of reducing channel costs due to the addition of digital channels has not been fulfilled.

Telecomunicaciones:

Telecommunications companies have had to evolve their business models beyond the telephone and connectivity to fend off competitive pressures and meet growing customer demand for more diverse products and services.

As a result, Telcos have expanded into new services and offered new devices and tools in the hope of winning, serving, and retaining customers. Telecommunications companies have stepped out of their comfort zone, launching dedicated websites, applications, and tools across a wide range of devices such as PCs, smartphones, televisions, and handheld devices, all in an effort to improve and expand interactions with the clients.

However, Telco executives recognize that the cross-channel multi-channel tactics widely used today, under the guise of "omnichannel," do not provide financial and business opportunities across the entire business value chain.