Steve Williamson, Vice President at Software as a Service (Saas) company Acquia, considers how technology can improve customer experience of brands in the midst of changing consumer behaviour and the growth of the 24/7 economy. But the author also observes that increased customer expectations are a typical response to new technology – “and brands are trying to figure out how to keep up.” He also notes that the streamlining of approach by going open source is advisable if businesses are to being diverse technological products together to form a unified solution. He says open source enables the opportunity to optimise a brand’s customer experience, and to modify it in response to customer feedback.
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Providing insight into technology and innovation in the legal, accountancy property and consultancy sectors. Alternative Insights brings together news, commentary and thought leadership about digital transformation across the entire professional services industry. We collate industry stories on innovation, technology and transformation in the legal, accountancy, management and property consultancy sectors, giving you access to the latest thinking about tech and innovation in the professions.
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