industries are reinventing how they interact with consumers—and reinventing the
types of services they offer—as customers continue to demand quick and seamless
access to any service at any time. To enhance customer experiences, industries are
incorporating digital services into their overall service offerings.
industries must offer innovative digital services to meet consumer demands. Here
are a few examples of how different industries are utilizing digital services
to enhance customer experience.
CLICK TO TWEET: CommScope's Jessica Epley explains that planning and implementing converged networks now will lead to success for many industries in the future.
Digital services in healthcare
survey by McKinsey and Company found that more than 75 percent of healthcare patients are expecting to utilize digital
services in the future. Patients plan to use digital services, such as
digital access to healthcare records, communication via emails or texts, and
even virtual doctor visits. McKinsey and Company also found that all age groups
have expressed interest in engaging with these types of digital services.
consumers are demanding these types of services, they do expect that the digital services meet their needs and
provide a quality experience. Thus, many healthcare organizations have
developed a phased approach to introducing new digital services that meet their
customers’ highest priorities, such as online appointment scheduling and
appointment reminder texts. As consumers expect more digital services, the
healthcare industry will continue to enhance their digital service portfolio.
Digital services in the automotive industry
automotive industry is also drastically evolving with the use of digital
services. While many automotive companies are selling vehicles online and
utilizing digital services to communicate with customers, many of these
companies are also investing in innovative digital offerings. In September, Volvo acquired Luxe, a car valet
startup service where professional valets can meet drivers anywhere in a city
and will park their vehicles. They also offer refueling and cleaning services
if the driver requests these options. This acquisition is only one example of
how automakers are looking to increase their services beyond car sales to meet
consumer demands for simpler and easier access to services.
Digital services in the financial industry
the financial industry is taking major steps to offer digital services to their
customers. Over the past few years, Venmo—PayPal’s peer-to-peer payment app—has
been hugely successful, with approximately $30 billion in total payment
volume in the third quarter of 2017. As many consumers have started
using this easy payment service, many financial institutions—such as Wells
Fargo and Bank of America—are now backing Zelle to compete with Venmo and have
seen major results. Zelle is another easy payment service that has processed payments of approximately $33.6 billion,
with more than 100 million transactions, in just the first half of 2017.
These major results highlight that financial institutions also see the value of
utilizing digital services to meet consumer demand and increase their profits.
Digital services demand high-quality
industries increase their use of digital services to meet consumer demand,
network service providers must ensure industries have access to high-quality
network infrastructures to maintain positive digital experiences for customers.
Increasing digital service offerings ultimately counts on a converged,
high-performing network infrastructure. Digital services will only continue to
increase in every industry, so planning and implementing converged networks now
will lead to success for many industries in the future.