95 “ Customer experience has become both more important and more complex for organisations competing in digital spaces” accessible to larger enterprises. In addition, there’s growing demand to operate faster and more efficiently than ever. Speed is only part of the puzzle, however. Customer experience has become both more important and more complex for organisations competing in digital spaces. In research published in July 2022, Accenture pointed out that consumers increasingly feel comfortable with making paradoxical decisions, due to personal events as well as stress from global instability. Researchers called on organisations to develop a deeper understanding of their customers – and to recognise their humanity– to overcome the challenge of changing wants and needs. The need for omnichannel commerce has also grown steadily with the proliferation of mobile and cloud solutions. McKinsey & Company research shows that the number of different channels that business-to-business clients leverage to engage with their customers increased from five in 2016 to 10 in 2021. Moreover, hybrid, digitally enabled selling is expected to be the dominant sales strategy in 2024. The bottom line is that it’s more important than ever for organisations to meet customers where they are at any given time. And their process transformation strategy has to account for this. Many organisations find that legacy processes and tools are failing to keep up with their pace of growth. New technology is one solution, but it’s important to consider the process part of the equation in tandem – as well as what information needs to move through which systems, and how it will do this. We work with clients in a lot of different industries to implement our Configure, Price, Quote Document Automation and Digital Commerce solutions. We often find that Photo: Shutterstock/Gorodenkoff
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