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Companies extending personalized tech services: Survey
Companies around the world are moving into more personalized services for their customers, advancing the use of technology for businesses this year, according to a recent study by consulting firm Accenture
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ompanies around the world are moving into more personalized services for their customers, advancing the use of technology for businesses this year, according to a recent study by consulting firm Accenture.
The study, dubbed 'Accenture Technology Vision 2015', has shown that leading global companies are increasingly prioritizing customer experience.
The study was carried out from December to January through a survey of 2,000 business and IT executives working in sectors ranging from automotive to utilities in Australia, Brazil, China, France, Germany, India, South Africa, the UK and the US.
Accenture Indonesia's strategy country lead, Evan Wiradharma, said on Tuesday that while Indonesia was not among the surveyed countries, the findings were also applicable in the country.
'[In Indonesia] we are also seeing a trend where companies develop something beyond their core [business] to prioritize customer experience,' said Hendra Godjali, Accenture Indonesia's managing director and financial services lead.
Indonesian banks, for example, had been joining global forces for cashless payments through partnerships with a number of retailers, he said.
Meanwhile, a number of startups were tapping ever deeper into digitalized services, Hendra went on.
Uber has recently introduced UberX in Jakarta, partnering with licensed transport companies accredited by the government. Uber has allowed riders to share the cost of a ride through the in-app split-fare function.
The digital phenomenon where customer experience comes first is sometimes called the 'Internet of me' to describe how digital services are now able to touch customers' personal lives and how customers can personalize the service.
Besides the 'Internet of me', Accenture has also identified four other technological trends, namely 'outcome economy' in which digital business leads to quantifiable results, 'platform evolution' whereby companies create a new business ecosystem, 'intelligent enterprise' where companies use intelligent software to help make decisions and 'workforce reimagined' where companies combine humans with machines in their workforces.
Hendra said that with the ever-growing Internet penetration in the country as well as a large and productive young population, all these trends would be adopted in Indonesia.
'The challenge now is to maximize the ecosystem,' he said.
Indonesia's Internet penetration has reached around 30 percent of the total population and looks set to surge, driven by the government's ambitious five-year broadband plan.
The number of smartphone users in the country is also forecast to grow to 103.6 million people in 2017 from around 61.2 million people last year, according to eMarketer.
Accenture Indonesia managing director and technology head, Hamidjojo Surjotedjo, said that while all the trends would likely happen in Indonesia, the adoption of 'intelligent enterprise' might be slower than the others.
