The Cloud Imperative | MegaShifts and MegaTrends for Customer CarePosted to Altivon in the Customer Care Group
image credit: Altivon
- May 27, 2020 3:15 pm GMTMay 26, 2020 9:51 pm GMT
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This item is part of the Special Issue - 2020-05 - Customer Care, click here for more
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.