Entire 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.
Many 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.
Digital services in healthcare
An international 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.
While 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
The 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
Lastly, 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 network infrastructures
As 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.