FEATURE: CUSTOMER EXPERIENCE
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Digital Transformation means
technology services are more
readily available and as a
result, consumers expect
those services to meet their
expectations and enhance their
experience. Gopalakrishnan
Krishnamurthi, Global Leader
for ADMnext at Capgemini,
discusses how businesses
can bridge the gap between
these shifting expectations
and IT reality.
The rapid evolution of mobile
capabilities and Internet of
Things (IoT) technology have
transformed how businesses
engage with potential customers, and
consumers have become exponentially
empowered as a result. Any person with
a Smartphone and Internet connection
can become a broadcaster, influencer and
commentator. And, given that consumers
today are unafraid of speaking out when
services do not meet their expectations,
maintaining customer satisfaction is now
essential for business survival.
Consumers expect intuitive, seamless
and instantaneous interactions across
The innovation
revolution:
Aligning IT applications with
customer experience
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