Customer expectations are at the centre of these focuses. They have changed over the last two years, and digital services are at the centre of these expectations. “Do we leave those expectations at home. Or do we take them to work?” McQuiston asks. “You take them to work: you want the same experience you get at home at work.”
These experiences are what inform decisions when it comes to selecting transformation technology, McQuiston explains. At the same time, market pressures in the form of increased competition, more responsibility for compliance and a struggling economy are hampering organisations’ ability to achieve their business imperatives.
“So what don’t people just have it already?” McQuiston asks. “Because it is hard; and the information you need to run your business is everywhere.”