Especially in the mobile era, where customers expect companies of all sizes and in all industries to have a mobile app, a successful business will require customer-centric business workflows, a mobile leading app, and, most importantly, internal team alignment in the future of digital operations. As digital-first businesses become the new foundation for success, companies will need to turn their focus toward building up customer-centric business models as the organic next step to digital transformation in 2022.
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Over the last two years, companies have figured out how to successfully digitize their business. Stanley Huang, CTO, and Co-founder, Moxtra: 1) Traditional industries will start to transition toward a customer-centric business model By leveraging workflows to combat the original pain point that is the unmanaged delivery of client services, businesses will be able to provide the optimal customer experience in every step of the customer journey.” Customizable workflow capabilities that empower employees to properly manage client accounts will subsequently streamline collaboration with clients and offer a just-in-time, quality service. Ultimately, focusing on combating the pain points of backend management is what will enable consistent, high-quality client engagement in 2022 and beyond. On the other hand, a just-in-time assistance model allows teams to respond when it is convenient, while still delivering timely, high-quality service in a cost-effective manner for an overall better customer experience.
For example, despite 24/7 availability offering instant responsiveness to clients, from a staffing perspective, the on-demand delivery of services not only drains limited resources but also erases human touchpoints as many businesses rely on chatbots to be able to offer 24/7 access. While keeping up with customer expectations requires regular refinement and management, businesses must implement better digital practices to keep customers engaged.Īs we head into 2022, digital businesses must focus on optimizing their internal processes to improve the customer experience of their clients as a whole. This is especially true as more technologically evolved business models come to the forefront, such as fully virtual service of clients and businesses stepping away from the 9 to 5 workday. However, the loss of humanization in digital business-to-customer interactions poses a huge challenge as businesses start planning for 2022. “There’s no doubt that the convenience of digital interactions with businesses has completely influenced consumer preferences in recent years. Subrah Iyar, CEO, and Co-founder, Moxtra on the future of digital business: Subrah Iyar, CEO and Co-Founder, and Stanley Huang, CTO, and Co-founder from Moxtra share their 2022 predictions about digital interactions, why customer-centric business models will become the norm, how to combat the pain points of backend management, and much more.
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