skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration

Introduction

The ability to remain relevant to customers year in, year out is one of the greatest challenges facing organizations in all sectors. Enterprises that master this are customer-adaptive by nature and design.

Highlights

  • Customers expect more from organizations and are no longer prepared to wait for information or navigate the internal silos endemic in many large enterprises.

Features and Benefits

  • Explains how enterprises in knowledge-intensive industries develop can engage more successfully with their customers.
  • Examines the importance of smart, flexible, document-based interactions.

Key questions answered

  • What does it mean to be customer-adaptive and why is it so important for survival?
  • How can enterprises create the conditions to retain valuable knowledge workers?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • The business imperative to be customer-adaptive is a matter of survival first and growth second
  • Continued customer relevance is a matter of survival
  • Develop talent

Organizations must create a customer-adaptive environment for knowledge workers

  • Ensuring the right outcomes
  • Visionary leadership makes the customer the focal point
  • An engaged workforce is a precursor to an engaged customer
  • Collaboration is essential to overcome complex challenges
  • Acute sensing capabilities and contextual intelligence are required
  • Insight everywhere fuels the customer-adaptive enterprise
  • A relevant, adaptive, and integrated omnichannel customer experience
  • Continuous innovation is the hallmark of the customer-adaptive enterprise
  • Processes must be simplified, connected, and adaptive
  • An adaptive enterprise architecture unites business, organization, and technology

Smart, flexible, document-based interactions must also be part of the customer experience

  • Making home purchase easier – an illustrative example
  • Much vital knowledge is captured or deposited in documents
  • Know what documents are needed, when, and by whom
  • Support physical and digital document interactions

CEOs should review their enterprise capabilities using the customer-adaptive enterprise model

  • Developing a coherent enterprise able to meet or exceed customer expectations demands leadership

Appendix

  • Methodology
  • Further reading
  • Author

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - +44 (0) 207 017 7760 or email us at pr@ovum.com

Contact marketing - marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now