Today, Ovum released preliminary research which showed that 90% of organizations are in danger of becoming irrelevant to their customers. The main obstacle holding companies back is a combination of slow decision cycles and a lack of workforce engagement.
“No sector is impervious to the rapid march of technology developments or the rise of the increasingly choosy and powerful consumer, whose often vociferous voice can make or break reputations in minutes,” explained Jeremy Cox, principal analyst at Ovum, in a press release today. “Given the advanced nature of a ‘customer-adaptive enterprise’, it is unsurprising that no single enterprise scored 80 percent or more across all attributes. Yet, Ovum has found that organizations displaying a high degree of successful orchestration of these attributes are leaders in their field, and have exemplary customer satisfaction and loyalty as well as faster growth than their peers.”
In fact, Ovum found that the average score across key attributes was 52%. According to Ovum, this score shows that many organizations are not properly connected to their customers’ overall experience, and do not have the tools or processes in place to respond to customers in a timely manner.
