Today I woke up thinking about how different and digital the world has become. It doesn’t matter if your lens for this digital difference is education, society, or business — much has changed. And a great deal of that change has been driven by technology, a sector that is rich in innovation and subject to variations that can make or break your customers’ business outcomes.
Let’s think about an average customer’s experience with an enterprise and its technology. For most of us, that engagement is going to start digitally — this could be engaging with content on a website, through a search engine, or through social media, to name three common digital options.
The quality of this experience for the customer will influence whether they continue their journey through to a purchase or abandon your company because the user experience was poor. After all, if you can’t deliver a good experience online, then how is your product going to performer? The average customer vote is going to conclude that it won’t perform well!
The right technology to serve customers and deliver a quality experience is often the result of collaboration between a plethora of partners who have already helped you to design your digital journey, program your platforms, optimize connectivity, provide collaboration tools, and so on. These tech partners, such as managed service providers (MSPs) or systems integrators (SIs), work with you to improve the customer experience you deliver in several ways. Here are the most important ones:
Share technical expertise and guidance: MSPs and SIs can provide expert guidance and advice on your technology needs including hardware, software, and infrastructure. This can help firms make more informed decisions about technology investments, which can lead to better customer experience (CX).
Implement and manage technology: MSPs and SIs can optimize selection and deployment of technology including cloud services, security, and data management systems. By ensuring these platforms are properly integrated, configured, and maintained, they can improve the reliability and performance of the technology and, ultimately, enhance CX.
Proactively provide support and maintenance: MSPs and SIs can ensure that the technology solutions they provide are always up and running. This can help address downtime or other issues that impact CX.
Monitoring and analyzing data: MSPs and SIs can identify areas where improvements can be made. This can help enterprise firms make data-driven decisions that lead to better CX.
Overall, by bringing on expertise, implementing and managing technology solutions, providing proactive support and maintenance, and monitoring and analyzing data, MSPs, and SIs can help enterprise firms improve the customer experience for their customers. So, if you are grappling with how to best improve your customer experience, then perhaps it’s time to leverage your partners to see how they can help. As always, remember to partner first for growth.
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