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

November 17, 2015
Ryan

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