How can simplified IT and robust networks support customer experiences?
Business models have changed, and companies across industries now rely heavily on resilient technology to provide value at every stage of the end user’s journey.
What does that mean for technology companies? Maintaining robust and resilient IT and network capabilities behind the scenes allows you to deliver business value to your customers. How so? Aligning network structure and IT capabilities to directly support customer expectations can dial down friction across customer experiences and dial up satisfaction. This better enables you to deliver seamless service, handle technical disruptions, overcome sudden surges of online traffic, protect consumer data and avoid outages or service delays. Improving behind-the-scenes structures and systems also allows your people to provide insight, offer solutions and bridge gaps on the frontlines of the customer experience — all while continuously innovating offerings.
Taken together, this fuels the kind of personalized, differentiated, simple and valuable service portfolios that foster customer loyalty and consumer trust. That counts for a lot in a market like ours, which is reshaped by complex dynamics from one day to the next.
How can tech companies refresh IT and networks to win the market?
Tech companies have a unique opportunity to embrace this moment, transform IT and network with resilience in mind. Doing so now can help create new and lasting customer value. The real question is: what’s the right way to dive in?
Start by putting humans at the centre. That means building capabilities, structures and teams with both your customers and employees in mind. Using this kind of human-centred thinking as the foundation, you can then deploy technology at speed and innovate at scale. From there, you’re ready to get tactical about reframing IT and network structure to wield a competitive edge.
As you do, keep these four critical steps in mind: