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Why cloud? Everything here revolves around the economy of experience!

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The question I have tried more than any other to answer in the past few years (aside from my daughter’s question about when the COVID-19 pandemic will finally end) was, “Why move to the cloud? Is it really IT -Nirvana people? Say it is? “

Like many of my colleagues in the tech industry, I have traditionally responded in r -id-fire format with what I believe to be the strongest arguments, which typically include: 1) scalability, 2) easier compliance with security standards, 3) cost savings, 4) reduced infrastructure complexity, and 4 ) better optimization of IT resources.

These arguments are all valid and fully support a move to the cloud, but mostly focus on the internal benefit to a business. Some time ago it became clear to me (during a kind of “Grinch Stole Christmas” enlightenment) that the biggest benefits of moving to the cloud were not so much internal IT efficiency, but rather the exceptional value it had for employees and customers brings. In my opinion, this is the most convincing reason why companies should switch to the cloud – because it is the cloud that enables you to create truly extraordinary and valuable experiences for both employees and customers, which we collectively refer to as the experience economy. The nirvana of experience!

For me, there are three main reasons why moving to the cloud is important in order to create that Nirvana experience:

1. Your customers are always online and always connected

Companies today have to accept and accept that their customers are always online and always connected – whether B2B, B2C or C2C. We can discuss anything about people spending too much time on their phones and in front of l -tops, but the reality is that they are continuously connected and that will never change. As with the invention of the wheel, once people saw how it changed their lives, they were never without it again. That is our fate with technology, like it or not.

And no industry is immune to this new reality. The local bank branch may close at 5:00 p.m., but their customers are still banking online at midnight. The shoe factory may close on the weekend, but its customers still buy shoes online on Sundays. And the local motor vehicle office may not be open from 12 noon to 1 p.m., but the citizen would like to carry out an online license renewal during the lunch break.

And the pandemic only made that argument more compelling. “Analog” customers who hesitated about online services such as video conferencing and e-commerce were pushed into a new world overnight and “analog” companies that never planned to switch to digital were right behind them – whether they wanted it or not.

This development is important. If your customers are always connected and your company is not, then they will pass their business on to the available company because they provide a better customer experience. It’s easy with today’s technology. In the end, the customer decides which experience is better, not the company.

This is why the cloud is so important. With hyper-connected customers out there across multiple channels and myriad connected devices, it is more imperative than ever that organizations leverage the power of the cloud to maintain the high levels of interaction, real-time data collection and interpretation required for a unified customer experience.

2. Customer expectations are now in real time

Not only are your customers always online and always connected, but they rightly expect to be able to access the data they need and want in real time.

Customers are much more tech-savvy today than they were 10 or 15 years ago, and in many cases they have been inspired by interacting with companies that have adopted real-time data storage. Companies such as Uber, Netflix, Tesla, Amazon and Google have clearly demonstrated the power of real-time data to their customers – be it connected cars or films on demand. Customers are now asking, “Why can’t my parcel delivery service work like Uber anymore?” or “Why is my bank not like Amazon anymore?” This is known as “uberizing” (or disrupting) a company or industry based on a new business model. In Uber’s case, it has been the slowly evolving taxi market that has been turned on its head by a new real-time customer experience that addresses a critical market need.

Experiences like this change expectations dramatically. Customers now expect to be notified in real time if there is a suspicion of fraudulent claims on their account. They expect to know where their package or grocery delivery is in real time. And they expect to know in real time how warm it is in their house or whether their flight or train is delayed.

With such real-time expectations, it becomes critical for companies to deliver a flawless customer experience in real time. Leveraging the power of the cloud is the best way to ensure that this huge amount of data can really be understood and shared across so many touchpoints and systems – all in real time.

3. Employees are customers too

We often forget that employees are also customers – and maybe your most important ones! Richard Branson is known for ensuring that your customer experience will never be better than that of your employees. What he means is, if you don’t give your reps the best tools and environments, how can you expect those reps to have the best customer experience? It makes perfect sense.

How do you do that? You do this by giving the right data to the people responsible for determining the customer experience. Customer support teams that cannot provide real-time information about lost baggage, financial transactions, or order status cannot deliver the best possible customer experience. As a result, employees who cannot do their job effectively by supporting their customers become frustrated, demotivated, and are much more likely to leave their jobs due to poor satisfaction.

And the most effective and efficient way to make this amount of real-time data available to your employees is – you guessed it – with the cloud. Again, getting this volume of data effortlessly and seamlessly into the hands of the right people is not a trivial task, but harnessing the power of cloud computing is the way to go.

Winning in the experience economy with the cloud

When we talk about the benefits of moving to the cloud, we often focus on the more IT-centric benefits. While these are indeed valid and make a strong case for the cloud, the biggest benefit is actually the value you offer your customers and employees and together create the experience economy.

Who would have thought that moving IT systems to the cloud could help you gain customer trust, improve the customer experience and empower the workforce? Just think about it.

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