CSC: Experience. Results

Whatever homilies one hears about the importance of the customer, few firms are really customer centric today, not really concerned about the quality of the customer’s experience.  But now a much more tech-facile and demanding customer is changing this situation. 

There is a general trend that we have observed in business organizations of every type: they are becoming more ‘customer-centric’ – that is, providing their customers with a higher-quality, more personalized and integrated experience, particularly over the Internet.

Historically, the IT industry has been what economists would describe as predominantly a horizontal business, as IT products and services have been used similarly and widely across just about every industry sector. Our industry’s leading hardware and software suppliers provide their products to a broad range of customers, just as the largest IT services firms tend to have substantial cross-industry footprints.