Adriano Chemin, senior vice president of Customer Experience,
Oracle for Latin America
There has always been pressure and extreme demand for companies to perform well and perform above average. There is nothing new about this. But, with the constant challenges in the global economic scenario, many executives tend to believe that the only way is to reduce costs. But the market expects more flexibility from companies to respond quickly to their expectations. It also means innovating. The best scenario is to bring the two together. But how?
The most direct answer to that question is the cloud. Cloud computing plays a key role in reaching new standards of excellence at the same time. The time has come to invest in technology as a service, leaving aside all the cost of ownership, licensing, maintenance, security and more. And if the cloud did nothing but reduce costs, it would still be a strategic option for most companies.
But cloud solutions still have more advantages. They are smarter, faster, more mobile, more intuitive. If I can do exactly the same thing, or better, spend less, in a simpler and safer way, why not?
On the other hand, a company does not grow only by reducing costs. It is necessary to offer products and services that better meet the desires of your customers. This is the famous Customer Experience. Offer products that attract more consumers and make a difference in service with an accurate level of customization. Today, as we all know, the consumer is the most demanding that has ever existed in history. Therefore, it is essential to innovate. Not just to gain market share, but to create more value. Studies already show that about 97% of executives * consider that the customer experience is critical for competitiveness.
The consumer world has changed a lot and the industry is trying to keep up with this transformation. Today information and the ability to evaluate it is a strategic factor. Consumers expect agility, better experiences based on preferences and behaviors, and services and products in real time. They expect immediate responses. Here and now. If your business still can't offer that, your competitor should probably be looking for that opportunity. More than 89% of consumers change brands due to irrelevant customer service and services.
It's inevitable: cloud technology drives innovation. Innovation leads to resource optimization, increases productivity, exceeds limits and attracts new business. Result: satisfied consumers and loyal to the brand. It is worth following this path.
* Global Insights on Succeeding in the Customer Experience Era ”, study with executives from the United States, Europe, Asia and Latin America.
The most direct answer to that question is the cloud. Cloud computing plays a key role in reaching new standards of excellence at the same time. The time has come to invest in technology as a service, leaving aside all the cost of ownership, licensing, maintenance, security and more. And if the cloud did nothing but reduce costs, it would still be a strategic option for most companies.
But cloud solutions still have more advantages. They are smarter, faster, more mobile, more intuitive. If I can do exactly the same thing, or better, spend less, in a simpler and safer way, why not?
On the other hand, a company does not grow only by reducing costs. It is necessary to offer products and services that better meet the desires of your customers. This is the famous Customer Experience. Offer products that attract more consumers and make a difference in service with an accurate level of customization. Today, as we all know, the consumer is the most demanding that has ever existed in history. Therefore, it is essential to innovate. Not just to gain market share, but to create more value. Studies already show that about 97% of executives * consider that the customer experience is critical for competitiveness.
The consumer world has changed a lot and the industry is trying to keep up with this transformation. Today information and the ability to evaluate it is a strategic factor. Consumers expect agility, better experiences based on preferences and behaviors, and services and products in real time. They expect immediate responses. Here and now. If your business still can't offer that, your competitor should probably be looking for that opportunity. More than 89% of consumers change brands due to irrelevant customer service and services.
It's inevitable: cloud technology drives innovation. Innovation leads to resource optimization, increases productivity, exceeds limits and attracts new business. Result: satisfied consumers and loyal to the brand. It is worth following this path.
* Global Insights on Succeeding in the Customer Experience Era ”, study with executives from the United States, Europe, Asia and Latin America.
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