Page 22 - AeM_Dec_2018

COMPANIES & CAMPAIGNS

Vodafone Business puts customers and

tangible business outcomes at its core

Vodafone just launches its 2019 Global Trends Report, Technology-led disruption is putting
highlighting customer centricity, ethics and purpose, people at the heart of the business
and the impact of Artificial Intelligence (AI) as key
business priorities for the next 12 months.
Businesses need to take a people-centric approach to
get ahead of changing customer needs in a market that
In line with the findings of the report, the refresh of is being reshaped by technology and do so at speed.
Vodafone’s enterprise division brand – now called
Vodafone Business – demonstrates the company’s
renewed focus on putting customers and tangible • 85% of business leaders agree that the needs of
business outcomes at its core, working with any customers are changing rapidly
organization of any size. • 76% agree that they are becoming more powerful
and 93% believe that customer expectations are
Brian Humphries, CEO at Vodafone Business, said: increasing
“Our research has identified the key concerns,
challenges and opportunities that businesses will face Commercial success is tied to purpose,
over the next year. In an era of unprecedented ethics and trust
change, the most important factor for businesses is
customer centricity. Placing people at the heart of any With companies going toe-to-toe with price points and
business is the trend we truly identify with and is core new offerings, they need to seek differentiation in new
to Vodafone Business, running through all of our areas and manage perceptions of their organizations
products and services, from technologies such as IoT carefully.
and SD-WAN through to our approach to relationships
with customers.”
• 93% of businesses agree that they are expected to
act ethically by customers, and 92% have this
The Trends Report is designed to allow better expectation of their own suppliers
understanding of customer needs and challenges and
to offer expert insight into how businesses can • 83% of respondents believing that acting ethically
embrace key trends to their advantage. Drawn from ultimately generates more revenue
primary research with businesses, industry analysts,
global consultancies and futurologists, key findings • 55% of business leaders indicated that retaining the
include: trust of customers is a concern for their business

22 December 2018 - Customer Experience & Customer Journey