Fujitsu: UK businesses depend on digital transformation to enhance customer experience

By Laura Mullan
More than two thirds (69%) of UK business leaders believe that digital transformation plays a vital role in improving customer experience, according to...

More than two thirds (69%) of UK business leaders believe that digital transformation plays a vital role in improving customer experience, according to a new report by Fujitsu.

This is crucial as more than three quarters (77%) of those surveyed believe they need to put customers first if their organisation is to succeed in the long-term.

Luckily though, the report suggests that the majority of those surveyed (71%) believe that their organisation is well-positioned to meet customer expectations over the next decade.

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By taking steps to invest in digital technology a quarter (25%) of UK business leaders say their customer relationships have “significantly improved” over the past few years, with half (50%) citing artificial intelligence (AI) as a technology that will transform both services and products for customers. 

“Emerging technologies – like Artificial Intelligence and the Internet of Things – are fundamentally changing the way we work and engage with customers. The UK’s new Industrial Strategy puts technology at the heart of its success and we are already seeing a number of new and exciting innovations stem from its use,” said Rupal Karia, Head of Public and Private Sector for Fujitsu UK & Ireland.

“Today, forward-thinking businesses across many industries are at the forefront of this revolution, using technology innovatively to differentiate their experiences from the competition.”

The report also highlighted how automation could free up employee’s time to focus on the customer and bvalue-adding tasks.

Karia added: “While technology can be used to improve customer service and better equip staff, the human touch will always be necessary to make an emotional connection.

“Technology should be prioritised to take on the time-consuming and mundane tasks, making way for humans to spend more time on the work that matters – such as engaging and connecting directly with customers.

“In a world where businesses are increasingly needing to think of innovative ways to stay a step ahead of competitors, UK organisations should be bringing technology and employees together.

“After all, whilst technology will transform the workplace, it will be humans that accelerate its impact.”

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