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FEATURE: CUSTOMER EXPERIENCE
all touchpoints of a business and this is
increasingly enabled through applications.
However, what we’re now seeing is that
customers’ demands and expectations are
outpacing the digital capabilities of many
organisations. They simply can’t keep up.
Managing the customer experience is as
important as creating a good product or
service when it comes to loyalty and retention.
In real terms, this means the quality of
experience when using an application can
increase a consumer’s expectations for any
interaction they may have with the wider IT
ecosystem of a supplier.
THOSE ORGANISATIONS THAT INVEST
IN TYING THEIR BUSINESS OPERATIONS
AND IT INFRASTRUCTURES TO
CUSTOMER EXPERIENCE WILL REAP
GREATER REWARDS IN THE LONG RUN.
As many businesses adjust to the COVID-19
market reality, application excellence has
become mission-critical for brand survival
and revival. Businesses with poorly optimised
applications risk losing existing customers,
let alone attracting a loyal new customer
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