While the crisis has upended the business world, the fundamentals remain unchanged. You must not just be present where your customers are, but deliver exceptional experiences across every touchpoint, and via every platform.
The need for more speed, simplicity and flexibility stand the test of time regardless of how the technology shifts take place. People, technology, processes and culture are pillars that will drive operational excellence, revenue growth, and enable next-gen experiences.
You can’t cater to expectations if you don’t know what they are. Organizations need to listen to their customers, employees, and the community to create an impact. When empathy and purpose accompany this listening, innovation is the outcome.
Everyone’s talking about the new normal, while in fact, what we’re experiencing is the never normal. Every day holds the possibility of the next disruption and businesses need to be adept at adapting. Building a DNA of transformation is one way to do this.
In times of crisis, consumers expect immediate, personal, and empathetic experiences. Every touchpoint in the customer journey is like a double-edged sword that offers an opportunity to earn their loyalty, and a challenge to meet their expectations.
The focus is shifting from company and product to a human-centric design: from optimizing touchpoints to improving experiences from end to end. And from designing and building a full experience to experimenting with agility. To analyze these shifts, Infosys Confluence 2020 brought together a panel of diverse technologists and humanists in the business of experience: Martha King, Managing Director, Vanguard; Sorabh Saxena, EVP Customer Service & Operations, AT&T Business; and Lisa Bisaccia, EVP and Chief Human Resources Officer, CVS Health.
It’s no longer about launching just products or an inward focus on what’s important to the corporation. It’s an outside-in view of what’s important to the customer.