KEY POINTS: New breed of business forming based on data, cloud and engagement Mobile, social, and analytics have Fundamentally changed customer engagement Increased expectation of responsiveness These customer expectations require changes in the way we work
SPEAKER NOTES: So as we continue to look ahead, we see a new breed of business forming… One that operates and behaves very differently from what we’re used to…. One that is based on data, cloud, and delivers a high standard of customer engagement. We know that mobile, social and analytics technologies have fundamentally changed customer engagement and increased expectations of business responsiveness. There is a race to differentiate through data and analytics. I would guess that regardless of the industry you are in, you can agree that end-user customers, citizens and patients are driving new business models... because they require any time, anywhere access to services. And not just that, they want a personalized experience… And real-time response to questions. And as a consumer, I don’t think these demands are unreasonable. But as a business leader, I know these demands place tremendous strain on my teams and IT. Therefore, I believe that end user expectations require changes in the way we work internally and in the way we interact with customers and partners.