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Articles by Markus Hedwig
Service industries can fuel growth by making digital customer experiences a priority
Companies in consumer-facing service industries that believe customers are content with basic digital outreach had better think again. With experience leaders such as Amazon, Apple, and Alibaba setting the standard for digital engagement, sectors that may have felt one step removed from the digital disruption that roiled retail, music, and other consumer-facing industries are under pressure to raise the bar.
Service industries can fuel growth by making digital customer experiences a priority
Retailers’ ever-more tailored online experiences continue to define new norms, carrying consumers’ expectations for other sectors along with them. Companies in consumer-facing service industries that believe customers are content with basic digital outreach had better think again.
Best-in-class digital document processing: A payer perspective
Leaders throughout industries have ambitious visions of how digitization will transform their core businesses. In service industries, the vision typically includes completely new consumer journeys enabled by comprehensive self-service, integrated omnichannel offers, and full utilization of all available data. As a result, data flows digitally in a highly automated manner, costs are lowered, efficiency and quality improve, and flexibility increases.
Best-in-class digital document processing: A payer perspective
Despite the promise of digitization, paper forms will remain for many years. Payers that find a better way to handle both paper-based and digital information will have a competitive advantage. Leaders throughout industries have ambitious visions of how digitization will transform their core businesses. In service industries, the vision typically includes completely new consumer journeys enabled by comprehensive self-service, integrated omnichannel offers, and full utilization of all available data.
Omnichannel consumer interactions--a payer perspective
How service companies interact with their consumers has markedly changed in the past two decades. Consumers’ experiences with digital-native companies such as Amazon, Spotify, and Google have led them to expect best-in-class digital and live-person channels,1 content tailored to their interests, and a seamless journey focused on their individual needs.
Omnichannel consumer interactions—a payer perspective
Omnichannel interactions are fundamentally improving the consumer experience in many industries. Payers should act now to keep up with rising consumer expectations. How service companies interact with their consumers has markedly changed in the past two decades.
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