Know why Sachin Karpe says Evolve or Die in the Age of the Consumer. To make things even more complicated and challenging, the Age of the Customer is colliding with the big data explosion.
Companies have become singularly focused on gathering as much data as they can about customers’ buying habits, financial and personal lives, online behaviour and more. In the midst of this information acquisition, many lose sight of customers’ best interests, infringing on their privacy and exposing them to security risks. The companies succeeding in this new age are those putting pressure on themselves to perform at the highest level for their customers, while also leveraging technology and big data investments to drive operational improvement. Some companies are doing this by getting ahead of their customers, anticipating their needs and delivering a consistently outstanding experience at every point of contact.
To achieve this high standard, many organizations are turning to omni-channel retailing, which seamlessly blends their physical and digital environments to ensure that the customer experience is consistent and positive, whether a consumer chooses to engage on a mobile device, in a physical store says Sachin Karpe
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