Services Industry
Our references from the Services Industry
CONSISTENT CUSTOMER CENTRICITY AS THE FACTOR IN SUCCESS OF THE SERVICES INDUSTRY
The Services Industry is the largest sector in the German economy. It includes a wide range of actors in finance and insurance, trade fairs and transport, property, retail, up to health care and public services. Despite the great heterogeneity of business models, all of them face comparable challenges and opportunities resulting from all-encompassing digitalization.
A comprehensive 360° understanding of their customers and consistent alignment on optimally shaping and interlinking all customer interactions will be the most important factors in success. This is the only way to meet risen customer expectations for personalized (digital) service in real-time.
Service companies must take up the fight for customer contact at all contact points. New technologies must be used here, in particular tapping the potential of data analytics / data science and AI / RPA.
In order to compete against the big digital actors and start-ups, service companies must link the knowledge they have about their customers and create personalized and interlinked ranges with outstanding user experiences, and do so rapidly.
