Advertisment

Trends 2016:  Digital transformation redefines customer experience 

author-image
VoicenData Bureau
New Update
Focused on 5G and Edge, the new services will enable Communications Service Providers across industries to implement 5G faster.

By Jatinder Ahuja

Advertisment

The year 2016 will accelerate ‘Digital Transformation’ in true sense, with our lives and our surroundings becoming digitally integrated and multi-dimensional. From communication, to shopping, to banking, to entertainment, to healthcare, and education—everything will witness a digital transformation and this will be key for enabling massive efficiencies and delivering superior customer experience across industries. Customer experience will be defined by:

• Connectivity, virtualization and cloud continue to reshape industries with continued shift from physical to virtual: networks, new combinations of physical and virtual (retail), resulting in new streamlined services.

• The continued evolution and rise of ecosystems will enable the interoperability required by digital world.

Advertisment

• Who’s looking after us? Security emphasis to address increased data vulnerability.

• Finally connecting the dots and ending consumer frustration: 2016 will finally be the year of successful omni-channel.

• Customer would start getting consistent experience across devices/channels and location.

Advertisment

• 2016 will be an important year for virtual reality community with enough opportunities for consumers to use them.

• Building better products for the next generation of customers (Millennials)

Continuing race to nail new services: Who will reach the most consumers first, existing players or new ones?

Jatinder Ahuja, Regional VP & Head South West Asia, Amdocs India

(The author, Jatinder Ahuja, is Head of India and South West Asia Business, Amdocs)

cloud digital-transformation customer-experience virtualization
Advertisment