In a recent report by Forrester Research titled ‘Winning the age of the customer’ it is suggested that companies are making a huge mistake if they are not making their business more customer focused. This is attributed to technological and economic forces, which are changing the world to the extent where retaining customers has become more important than ever.

This is definitely a trend that we are seeing. Having attended the Internet Retail Expo earlier in the year, we have observed that the personalisation of the customer journey is something that is becoming paramount in our space.

As our culture continues to advance technologically, using connection speed, customer intelligence, and digital transformation to make a positive impact on the customer interaction is the only way forward.

It’s fair to say that this has affected industries indiscriminately, and many of the companies that have come to the fore in their sectors over the last few years are those who have grasped technology and used it to improve the experience of their customers.

Forrester also estimates that B2B e-commerce is set to revolutionise the way we do business, effectively being able to account for around 1m salespeople as our preferences lean towards online ordering.

There is generally no substitute to responding quickly, and it’s our job to immerse ourselves in research like this, on behalf of our customers, in order to keep them ahead of the curve.  Needless to say, we will be implementing measures to protect our clients against increasing competition and ensure that they remain at the top of their fields.

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