Customers want all-round services

[suchona.kani.z]

Customers' needs have changed significantly in recent years. Due to digitalization, customers expect fast and reliable services in all areas that are tailored to the individual and offered digitally. These cross-channel services must be coordinated with each other to avoid multiple entries. An Accenture study clearly demonstrates the need for interconnected services:


Source: Accenture FS Consumer Survey 2019, Global/ n=47,000; Germany/n=2,000

The respective living environment plays a decisive role and defines the boundaries between ecosystems, because ecosystems are only used and valued depending on the interests of the customers. However, I dare to predict that ecosystems around the living environment of "health" and "fitness" will appeal to a large proportion of customers. The use of the electronic patient record (ePA) could also help to achieve a high level of acceptance among health customers. If you look at the ePA on its own, it will - if it is filled - bring considerable benefits to medical staff and patients. However, the ePA will only be able to provide full added poland consumer email list value for patients through so-called value-added services. These are derived from the individual data of patients, which in turn lead to concrete and customized offers, such as targeted information on preventive appointments or accompanying apps for rehabilitation.

Conclusion
Ecosystems can represent a useful and comprehensive range of services for customers, and they also offer a variety of advantages for providers and participants. This is demonstrated by the existing constructs that we see in Asia. Creating an ecosystem is a major challenge that can only be mastered if there is clear added value for all those involved and they are willing to work together. This means leaving the past behind and consistently putting the fulfillment of customer needs first. The term ecosystem may be known and used in business and IT, but for customers the name alone will not be enough.

As a customer, I am familiar with conventional ecosystems such as the forest or the sea. The economic ecosystem or ecosphere has not yet entered common usage. In our industry, however, it makes sense to use this term to clearly differentiate it from platforms.

You can find more exciting topics from the adesso world in our previously published blog posts .