Get your CX ready for 5G.
One element of creating a cohesive digital transformation strategy requires that companies take an earnest and honest look at their end-to-end customer experience (CX) and the impacts it can have on their larger investment. This is especially true when you consider studies that indicate that 80% of customers feel the experience a company provides is as important as its products and services. The high speed, high capacity and low latency of a 5G Ultra Wideband ecosystem create endless possibilities for enhancing an organization’s CX efforts in innovative and deeply engaging ways.
As an example, 5G’s ability to more fully employ edge computing to tighten the gap between where data is gathered, stored and processed will certainly be a major force in elevating CX to levels never before imagined. One key reason for this is that it could allow for omnichannel engagement and near real-time insights into customer preferences at the point of sale. This could enable more efficient upsell, as well as broader and deeper customer engagements. Innovations in edge compute applications could be key to driving near real-time interactions with customers (and employees) regardless of where they are and while they roam.
5G and edge computing could also be essential to moving analytics and artificial intelligence (AI) processes closer to the edge of the network to allow customer interactions to become highly personalized. Likewise, it could be the means to power new immersive CX technologies like augmented reality (AR) and virtual reality (VR). But even before 5G becomes available in your area, you can still begin today to implement effective uses cases with AR and VR using multi-access edge computing (MEC) technologies and your current LTE connections as part of your path to get ready for 5G.
A major part of getting ready to take advantage of 5G-driven CX innovations requires a decentralization of traditional data center infrastructures. It requires transitioning to distributed edge networks and data centers that can aggregate and analyze data moved off of devices to bring more valuable insights to your point of sale (POS), supply chain and head office.
A great way to facilitate that effort is to update your infrastructure with virtualized networks to improve reliability and manageability, and create a solid foundation for edge integration. A safe and successful transition to edge computing also requires a transition strategy specific to your unique business needs that aligns both your IT and business units’ goals and efforts.
Preparing for 5G-driven CX can seem overwhelming, but it doesn’t have to be. Verizon can help you get ready by giving you insights on where you currently stand in terms of 5G readiness and helping you take the necessary steps to become completely 5G ready through a combination of the following services: