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Investing in better customer experiences

By Tiens Lange, Director Communications and Collaboration Solutions at Westcongroup Southern Africa

Let’s face it, choosing quality collaboration and communication technologies for your business means increased productivity, better tools for staff, and – perhaps most importantly – better relationships with customers, which in turn creates a more positive customer experience.

 

According to leading information technology research and advisory company, Gartner, CIO spend on technologies that create better customer experiences is going to increase in 2016. The company’s global head of research, Peter Sondegaard highlighted that data will be a key driver in the Internet of Things trend in 2016, when he spoke at the Gartner Symposium IT Expo last year.

 

But data won’t be driving communication and collaboration in the way you might think. Data alone will no longer be considered valuable, instead data analytics and technologies that help businesses derive value from data will be top priority in that it will enable businesses to create better customer experiences. An article on lifehacker.com points out that big businesses like Netflix and Amazon are already taking advantage of such technologies to create an improved customer experience online.

 

So my question for you is: Do you know where the gaps are in your business when it comes to delivering a superb customer experience? If you do, then you are more likely to choose the best communication and collaboration technologies to close those gaps. If you do not, there is hope, thanks to new-found value being derived from data in companies around the world.

 

Your customer should be your first priority and as the above findings and comments point out, creating a good customer experience is high priority for many CIOs for this year. So be sure to make it a top priority in your budget this year, if you want your business to continue to flourish.

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In other news:

Dialogic addresses needs of real-time communications with new load balancer offering

Emerson Network Power identifies 5 data centre trends for 2016

Exinda helps The Glennie School control social media traffic and guarantee performance of SaaS learning apps

 

 
 

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