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The digitalisation of everything is already pushing enterprises to adopt a "customer first" strategy across their service delivery channels (both digital and non-digital). This enables enterprises to increase their engagement rates and expand their market reach. However, the expansion of purchase channels and improved customer access is not sufficient by itself to ensure long-term competitive advantage.
The Transformation to a Personalised Subscriber Engagement Company
Generation Y and baby boomers spend the largest proportion of their average monthly household disposable income on subscription goods and services.
Almost half (45%) of consumer disposable income spend is on one-time goods and services in combination with subscriptions. This is driving greater demand for hybrid customer engagement models that can enhance average revenue per user (ARPU).