The Cloud Imperative | MegaShifts and MegaTrends for Customer Care

image credit: Altivon
Frank Tersigni's picture
EVP & Chief Customer Officer Altivon LP, a ConvergeOne Company

In my role as Chief Customer Officer I interact daily with business leaders and strategic consultants, sharing best practices in customer care. I have worked with Utility companies across North...

  • Member since 2019
  • 1 items added with 3,875 views
  • May 27, 2020

This item is part of the Special Issue - 2020-05 - Customer Care, click here for more

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Dramatic changes are underway in customer care. Some are MegaShifts—discontinuous breaks from previous patterns. Others are MegaTrends—distinctive paths to the future. All promise to improve customer experience and business outcomes for Utilities. 

In ordinary times, business leaders consider trends for planning cycles. Bold predictions spur conversation and further fact finding.

These are not ordinary times.

As the world shutdown, leaders improvised.  Out of sheer necessity businesses pivoted overnight to remote work and social distancing. This sudden disruptive moment pushed everyone to rethink processes, adopt technology and knock over walls preventing forward momentum.  

Here are some clear conclusions:

  • Cloud is the new normal
  • CapEx/OpEx arguments no longer win
  • The time is now

To read on for more insights into the MegaShifts and MegaTrends for customer care and how you can leverage these insights in your operation, please fill out the form below.

Frank Tersigni's picture
Thank Frank for the Post!
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