IT Hardware and Services
Transforming the Future, One Connection at a Time.
Customer satisfaction is intricately tied to the efficiency of IT supply chain and logistics. Timely and accurate order fulfillment, streamlined shipping processes, and clear communication channels contribute directly to the overall customer experience. In an industry where businesses often rely on precise and timely deliveries to support their operations, distributors must pay close attention to metrics such as order accuracy, on-time delivery rates, and response times to customer inquiries. These metrics are not just indicators of operational efficiency but are critical components in building and maintaining client trust, which is paramount for customer retention and sustained business success.
On the IT services side, there’s an increased focus on delivering values as companies adopt digital strategies, modernize their infrastructure, and keep up wiuth the growing data volumes and complexity of software applications. IT service providers should be flexible and adaptable to changing customer needs and priorities. This includes being able to adjust services to meet new requirements or unexpected changes. The percentage of issues resolved on the first contact or within a few attempts is a key metric.
45
average NPS score for IT vendors (Bain and Company)
20%
average customer churn rate (Forrester)
40-50%
market share of top 5 companies (Gartner)
6.5%
IT Hardware CAGR from 2024 to 2028
Key Industry Challenges
Supply Chain Disruptions
Skills Gap
Digital Transformation
Sectors We Serve
Computing Devices
IT Consulting and Services
Support and Maintenance
Latest Insights
CX is about Maximizing Value & Minimizing Risk
It’s increasingly rare to find a mid-sized or larger company that doesn’t have a CX/VoC program of some sort. But for many (perhaps even most) firms these programs are check-the-box cookie cutter formalities that really aren’t listening or taking meaningful action on what they hear
When Trust wins over Ease of Digital Transaction
In manufacturing, establishing trust and enabling digital transactions are both critical, but their relative importance can vary based on the specific context and goals of the business.
The ROI of CX (RoCX)
If you want your CX efforts to be taken seriously at budget time, in the C-Suite, or the Boardroom, you must be able to quantify in some way the value of improving the customer experience for your company.
The Science of CX
Customer Experience is still regarded by many as a soft-and-fluffy activity. In reality, however, Customer Experience is a science.
CX and the Business of Influencing Customer Behavior
It doesn’t matter what you sell, how you sell, or to whom you sell (B2B, B2C, or B2B2C), your real business boils down to one thing: you are in the business of influencing customer behavior.
Crush your competition with CX Ops
When it comes to Customer Experience (CX)—which literally touches every part of a company—making it a central focus hasn’t been a priority until recently