Denis Opudo
For any business to be a success customer should be given the priority and that’s what iSON Technologies is all about. In the recently concluded Africacom named Transforming Customer Experience – Shifting Gears at Big Data Stream, the company talked about the increasing number of digital transformation which is changing the mode of operation of every sector. The company hence called for the need to work harder for them to get closer to their competitors and for that to be achieved they have to quickly develop a new operating model which will immediately improve the digital customer experience.
They mostly talked about improving business by most CEO’s is how to digitalize the customer’s experience. It has been noted that more than 72% of businesses are on the verge of giving priority on how to improve the customer’s experience through visible means. However, according to the CX annual release by Forrester in 2016, in every year, companies undergo a loss of more than $340 billion because of the poor customer to business relations.
iSON’s digital consumer expertise and service operations partners with the leading specialists, the company is putting in issues that it thinks are important in moving away from the traditional ways of handling customers to a more modernize way which is the use of digital. iSON Technologies has been able to transform customer experience by offering a comprehensive set-care-care application made for the main telecommunication company in Africa. Minimization of the common customer care calls by 15%, doing away with long call-waiting lines, and increasing the number of subscribers embracing the use of the app in three months after the launch, shows how successive the company has been within a short period.
The company encourages the use of an experienced-based way to change their customer’s portrait. Instead of digitalizing everything, the company focuses on the customer’s ways of doing things, what should be done and what should not. Not all the digital transformations by all the companies have succeeded, those that work on ripping an instant benefits tends to backfire hence shifting blames on the customers. Any changes in an institution should always be given time and the necessary adjustments to be made while in progress and by that all the targets will be achieved.
