Digitally savvy and empowered customers

2016 will be a pivotal year for companies adapting to digitally savvy and empowered customers. Companies moving along the age of the customer path will begin to thrive, while laggards will begin the slow descent to failure.”
Dane Anderson
, in a new report from Forrester Research.

The report also highlights the following trends for 2016:

  • Digital marketers will embrace eCommerce initiatives as core responsibilities
  • Mobile innovations will fuel opportunities for improved customer experiences
  • CIOs will embrace design thinking
  • New platforms and services will flourish
  • Asia Pacific firms will exploit multinational corporations’ localization failures to gain market shares
  • Human-centred design methods will fuel Customer Experience excellence

Looks like Forrester has been reading PAOSS for the last few years as these are some of the key trends we’ve spoken about in relation to the OSS industry. 🙂

Let’s have a look at Forrester points through the eyes of OSS :

  • OSS has the opportunity to assist Digital marketers to embrace eCommerce and marketing initiatives
  • OSS often service the operational aspects of mobile networks but mobility is beginning to have much broader implications, such an personal marketing and customer experience so OSS need to facilitate these shifts
  • The star of design thinking is on the rise and is being used across many industries. OSS is one that is suited to design thinking’s “formal method for practical, creative resolution of problems and creation of solutions, with the intent of an improved future result
  • New platforms offer great opportunity to be leveraged by OSS. Conversely, OSS is ripe for disruption by new platforms and services also have
  • The sheer size of subscriber bases of CSPs in the Asian region means OSS are a vital service delivery tool. There are unique differences in this region, not just limited to languages, that OSS suppliers need to accommodate
  • Point-blank there are significant user and customer experience improvements we can make as an industry
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