Organizations – beginning in the consumer-driven verticals – but rapidly spreading to B2B sectors are seeing upheaval as buyers and communication change. Customers can quickly seek information and compare offers. Customers expect service using new communication channels. They expect to interact and do business via mobile devices. They have become easier to reach via digital channels and as a consequence, we’ve seen a massive shift of advertisement spending away from traditional broadcast channels. Services failures and company brands are now openly discussed in social networks and faults and deficiencies are rapidly exposed to the public. Finally, all these digital interactions are creating a huge amount of customer information that we did not have just a few years ago. Now, IDC’s focus in all of this is to look at the IT implications of this dramatic transformation, as shown on the next slide….
Transcript of "Bankdagen 2018, Johan Hallberg, IDC"
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