Insights

It’s becoming increasingly important to focus your operations around customer service and satisfaction. According to 85% of organizations, the most competitive differentiator is customer experience. The quality of the products and services that we provide are always going to be important, but things have changed.

From Analysts to Operators, the vote is in:  Augmented Reality has arrived in the Energy Sector

Augmented Reality, or AR, is known to most as the less glamorous sibling of virtual reality. However, as virtual reality shifts into the consumer market targeting the gamer world, AR steps into the spotlight as a business tool many companies are employing. AR has become a part of enterprise workforce training. It simulates on-the-job experience and offers performance support to better train employees for when they are in real-time situations.

In a previous post on Omni-Channel service, I mentioned that customer service and satisfaction is becoming an increasingly important point of focus. Outside of the regular contact channels for customer service, field service technicians are perhaps the most important touch-point between company and customer.

Rain clouds and thunder clouds have always mattered to roofing and other specialty contractors, but in today’s world, the Microsoft Azure cloud can be just as important. One slows things down while the other speeds things up.

The experiences of successful digital businesses such as Amazon, Airbnb, WeChat, Didi, Uber, Spotify or Expedia have implications for both consumer markets and the digital transformation of businesses across a wide spectrum of industries. These platform-based business models have four characteristics in common: they are open, scalable, connected and intelligent. Their success is largely due to their focus on a two-sided platform and the creation of a holistic business that skews a siloed approach.