Consider a banking environment where as soon as a customer enters the branch, the banker's device immediately provides prompts with holistic information about the customer relationship. The type of information that instantly identifies potential account issues, recommends courses of action, and most important, opens the door to discuss products or services that cater to the client's individualized needs.
This is exactly the type of engagement that the rapidly growing digital economy promises. The digital economy is real and it has dramatically impacted consumer expectations. Today's consumers place significant value on the intuitive experience regardless of whether they are walking into a branch or using their mobile device.
Understandably, this means organizations need to assess how they operate and make the needed changes to not only thrive, but to simply survive. However, in order to deliver on the experience described above there is a dire need for agility, visibility, resiliency, and unwavering availability that a dated infrastructure cannot provide.
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