The paradox of faster innovation and greater complexityĮvery digital business’s goal is to maximize revenue while providing the best customer experiences through their applications. Some of your digital customers may even rely on multiple applications for a digital service they need and regularly switch between them. They are now always one click away from any other digital service, and the ability to find and register for another service has become quick and simple. What do these changes in digital behavior mean for your digital business? Simply put, now if end-users of your digital services don’t receive the experience they expect, they will go somewhere else to get it-even if they have to pay more for it. When it comes to the emotional level of digital services dependency, the majority also stated they believe it is disrespectful for brands to offer a poor digital experience to their customers in this day and age. If the digital service does not perform, they won’t use it again. Cisco researched the changes in digital behaviors over the last year and found that 57% of end-users say brands have only one shot to impress them. Regardless of who’s responsible, they blame the brand of the digital service or application. End-users now have zero-tolerance for any bad digital experience.
We’ve heard from many of our customers that the expectation from their end-users is now at an all-time high for their digital services. As the world changed around us overnight, our dependency on digital services went from a convenience that we might have used whenever we felt like it-to being an absolute necessity to survive. Over the last year, the relationship and emotional ties to digital services have completely changed. By Carlos Pereira, Cisco Fellow and Chief Architect – Strategy, Incubation & Applications New digital demands and expectations
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