Information Technology Foresight

The latest thinking on creating competitive advantage through information technology.

April 2018

Experience is everything: Here’s how to get it right

How satisfied are your customers? In one recent study, only half of consumers said that the companies they deal with provide good customer experiences. What they really want, they say, is the human touch: experience, abetted with digital technology, that connects with them and makes interacting with your company feel like a cherished habit.

Many business leaders understand this in principle. But only 10% of business leaders say that building better customer experiences is a digital priority.

As companies turn increasingly to technology to manage and enhance their customer interactions, they risk losing the human touch that people value most. This month’s issue of IT Foresight features “Experience is everything: Here’s how to get it right,” an analysis of a new PwC survey on customer experience. The takeaway is simple: every company can benefit from closing the “experience disconnect.”

Featured Foresights

Experience is everything: Here’s how to get it right
PwC article
What makes a good customer experience? According to the more than 15,000 consumers around the world we recently surveyed, it’s simple: Speed, convenience, consistency, and friendliness. Simple, perhaps, but not easy. The secret lies in maintaining a connection with humans—and to make sure every technology-enabled experience you create retains the human element.
Experience is everything
It’s time to “raise the bar” on the experiences your company creates for its customers. This brief video brings to life the excitement of great interactions with customers, and why it’s so important to get them right.
Closing the Gap between What Consumers Want and What They Get
s+b article
Connecting with customers is getting more and more difficult in our increasingly digitized age. In this Q&A, two branding experts offer suggestions on how companies can improve the customer experience. Their advice: understand your customers and respond to them quickly and consistently. Use data to create intriguing, personalized customer journeys. And remember that the human touch still matters.

Information Technology Foresight archive

October, 2018
What do you call companies that have successfully implemented Industry 4.0 technologies, developed the requisite ecosystems and nurtured a digital culture? We call them Digital Champions.
September, 2018
The great virtue of blockchain is the essentially trustworthy nature of the technology, and the vast majority of companies are actively looking into its use.