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UK organisations struggling to meet transforming customer expectations

UNDER EMBARGO: 9am GMT, 21st November, 2017

UK organisations struggling to meet transforming customer expectations

London, UK, 21st November 2017 – New research commissioned by Insight UK and conducted by independent research company Censuswide, has found UK organisations face an unprecedented challenge in delivering quality customer services. The findings reveal 90% of organisational leaders face challenges in delivering in this area, but encouragingly 81% of respondents say they would be increasing their investment in improving customer experience next year.

Looking in more detail at the challenges around customer services, it becomes clear organisational leaders are struggling to address changing consumer expectations and the technology that supports modern customer services. When asked to list the top three challenges, speed of customer services (46%), personalised customer services (43%), and a lack of understanding of the technology that underpins customer services (42%) came out on top. This is despite the fact that almost 9-in-10 (86%) agree that digital has enabled the evolution of the organisation and creation of new services.

“In an increasingly digitalised world, we’ve seen the relationship between business and customer transform,” said Emma de Sousa, Managing Director of Insight UK. “There is real pressure on businesses to deliver personalised, relevant and meaningful experiences. Technology may facilitate these relationships, but it starts with organisations adopting a customer-centric approach to business. By marrying this approach with transformative solutions, organisations can ensure they are best-placed to win the battle for the modern day customer.”

In order to address the challenges before them, organisational leaders are turning to technology. Almost half (45%) of business leaders stated they hope to achieve enhanced customer experience through the implementation of new IT solutions. When asked to list the top three applications of technology that would benefit their customer relationships, data analytics (53%) came out on top, with mobile applications (47%) and Artificial Intelligence (37%) coming in second and third respectively. Looking to address a period of such rapid change, nearly two thirds (60%) of organisations have a business transformation team in place, with a fifth (22%) saying that, while they do not currently have such a team in place, they are looking to create one.

“Technology underpins the modern customer relationship, whether it be delivering services, checking the status of orders, or even making a complaint when something goes wrong,” continued Emma. “However, there is work to be done when it comes to meeting customer expectations, with 90% of organisational leaders facing challenges in meeting the demands of the digital customer. It is vital organisations work with trusted partners who can help them make the most of transformative technology to better serve their customers.”




Note to editors:

Insight UK commissioned a research of senior business leaders to better understand their hopes and fears, challenges and opportunities with regards to customers, as well as the role technology plays in underpinning these. The research was conducted by independent research company Censuswide in August 2017 and studied 204 senior business leaders in companies with 500+ employees across the UK.

About Insight UK:

Today, every business is a technology business. Insight empowers companies of all sizes and government organisations to healthcare and educational institutions with Insight Intelligent Technology Solutions™ to realise their goals. As a Fortune 500-ranked global provider of hardware, software, cloud and service solutions, our more than 6,000 teammates give clients the guidance and expertise needed to define, architect, implement and manage technology today to help them transform for tomorrow.

Media contacts:

Isabella Ward, Harvard PR

T: +44 (0)20 78612862

E: [email protected] 

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