Point of View

Improving experience is the top priority for companies

June 14, 2021

  • Close to 90% of the BFS firms look to improve their customer experiences compared to 62% of respondents from all the industries. It needs to be noted that half of the BFS firms across the globe have rightsizing staff as a top strategic imperative, with most of the operations moving away from brick-and-mortar model to digital channels due to the impact of COVID-19.
  • 73% of the insurance, travel and industrial manufacturing companies are keen about improving their employee experiences when deploying their business services.
  • Over 75% of the life sciences firms want to improve their suppliers’ experiences when deploying business services. It needs to be noted that de-risking supply chain to increase resiliency is one of the top strategic imperatives for over 50% of the life sciences companies across the globe.
The Bottom Line: COVID-19 has created a need for improving the experience across the ecosystem with customers at top of the value chain. Ensuring and productive operations is also more important to accomplish the tasks, which has created a need for improving the employee experience with collaborative tools and secure infrastructure. Improving the supplier experience cannot be ignored as enterprises are evolving to work in a hyperconnected world. Service providers have no choice but to focus on OneOffice offerings that help their clients in accomplishing their business services effectively by breaking the walls between siloed operations in front, middle and back offices.

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