Transforming Customer Experience Through New Smart Technologies – Insights for 2024
A Complimentary White Paper for Leaders in Asset Intensive Industries
According to Salesforce 88% of buyers say experience matters as much as a company's products or services. Yet, only some have a plan to embrace cutting-edge smart technologies that can revolutionize customer experience (CX) and enhance business outcomes beyond 2024.
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Information You Can’t Afford to Miss
This complimentary paper will help you surge ahead of the competition. You’ll gain many insights you can put into action this year and beyond to improve CX.
- Understand the impact of new smart technologies on customer experience in asset-intensive industries.
- Explore practical examples through analyzed case studies, showcasing these innovations' tangible benefits and game-changing potential.
- Receive recommendations on overcoming challenges, fostering the right culture, and implementing effective strategies for successful adoption.
- Gain foresight into the future of asset-intensive industries, staying informed about potential trends and developments.
- Embrace a comprehensive approach to technology adoption involving every stakeholder and employee, ensuring project success and organizational growth.
The Quest to Become More
Customer-Centric and Profitable
Challenges
- Difficulties building new, modern functionalities on top of disparate legacy ERP systems obtained through aquisitions
- Struggles standing out from the competition with their customer lifecycle services
- Complications with providing a great overall user experience on mobile for both field service technicians and end customers
Goals
- Create a customized cloud-native mobile app with UI/UX that is as good or better than a consumer app
- Connect legacy ERP systems to be able to communicate both with each other and through external cloud native APIs that exchanged and shared data
- Implement proactive service strategies including using service-related account information to check on maintenance schedules, replacement and service needs, and more to have the field service team stand out from the competition
Results
- United legacy ERP systems that could now communicate both with each other and through external cloud native APIs which exchanged and shared data
- Exceeded customer expectations with new customer-centric approach through proactive service strategies, which enable the field service team to stand out from the competition
- Built mobile apps with exceptional UI/UX experience for users, making them easy to use – which resulted in their smoother adoption within the department as well as sharing of best practices internally throughout the company
At the Forefront of CX Transformation
Challenges
- Difficulties building new, modern functionalities on top of disparate legacy ERP systems obtained through aquisitions
- Struggles standing out from the competition with their customer lifecycle services
- Complications with providing a great overall user experience on mobile for both field service technicians and end customers
Goals
- Create a customized cloud-native mobile app with UI/UX that is as good or better than a consumer app
- Connect legacy ERP systems to be able to communicate both with each other and through external cloud native APIs that exchanged and shared data
- Implement proactive service strategies including using service-related account information to check on maintenance schedules, replacement and service needs, and more to have the field service team stand out from the competition
Results
- United legacy ERP systems that could now communicate both with each other and through external cloud native APIs which exchanged and shared data
- Exceeded customer expectations with new customer-centric approach through proactive service strategies, which enable the field service team to stand out from the competition
- Built mobile apps with exceptional UI/UX experience for users, making them easy to use – which resulted in their smoother adoption within the department as well as sharing of best practices internally throughout the company
At the Forefront of CX Transformation
Emphasizing the constraints imposed by legacy systems on customer support departments, this white paper underscores the transformative impact of new technologies.
Through in-depth analysis of various case studies, we illustrate the remarkable efficacy of these innovations in addressing contemporary challenges and explore emerging technologies crucial for maintaining competitiveness.
In addition, we uncover obstacles and considerations impeding optimal adoption, offering strategic recommendations. These include the necessity for companies to recognize their uniqueness and challenges, cultivate a conducive culture, and implement appropriate strategies, structures, and business cases.
Lastly, we share predictions for asset-intensive industries, urging forward-thinking executives and senior decision-makers to adopt smart technologies for CX transformation, future-proofing, and organizational growth.
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