Floward Scales Customer Service to Handle 13x Peak Demand With Infobip AgentOS
AI-powered customer service enables seamless experiences during peak seasons
12 Apr, 2016
81 percent of organizations surveyed note an important link between cloud solutions and the agility required to offer more individualized employee and customer experiences
Redwood Shores, Calif.—Apr 5, 2016: Today, Oracle announced the findings of its report “
The Era I Enterprise: Ready for Anything”—which surveyed 300 C-level executives across 10 industries to understand how prepared organizations are to address the fact that consumers increasingly expect, and even demand, to have it their way—whether transacting, communicating, working, or simply enjoying leisure time. The new report revealed that most organizations are dealing with this shift—84 percent of respondents say their organization has experienced a trend toward customers wanting a more individualized experience and 70 percent have experienced this trend from employees—but fewer than 20 percent give their organization an “A” in its ability to offer those experiences. “Today, whether shopping for an item, making reservations, examining a bill, evaluating projects, or viewing medical information, the digital age has brought us to a point where we now expect the ability to make real-time decisions, transact, and customize options at the tap of the screen. In the new service-driven economy, innovative enterprises must focus on two things: taking care of their customers and taking care of their employees,” said Bob Weiler, executive vice president, Global Business Units, Oracle. “Our study reveals that organizations are unprepared to manage the need for personalization in Era I, but those seeking a competitive advantage stand to gain tremendously. Those that invest in their customers and employees will reap the benefits now and into the future.”
Inability to Individualize Reduces Competitiveness, Leaves Money on the Table
Nearly two-thirds of respondents—across the Communications, Education and Research, Engineering and Construction, Financial Services, Healthcare, Hospitality, Life Sciences, Public Sector, Retail, and Utilities industries—say the shift is a growing challenge in their ability to compete effectively. Drilling down even further, organizations estimate that if they were able to successfully offer customers and employees a highly personalized experience, they would earn an additional 18 percent in annual revenue. For a $1 billion company, that is $180 million a year.Cloud Will Help Organizations Get Ready for Anything
Leaders Get Personal
