With an unlimited amount of information about products and services accessible from as close as their smartphones, customers are more empowered than ever. To adapt and succeed in this increasingly competitive landscape, companies must rely on employees at the front lines of customer interactions to stay ahead of consumer demands.
Front-line workers in the trenches must be armed with the right tools to discover insights and be agile enough to keep up with evolving customer demands. Forrester Research has found that successful companies have one thing in common: the ability to effectively manage change.
“Employees down in the trenches, in individual business units, are the ones who are in close touch with customer problems, market shifts, and process inefficiencies,” notes Boris Evelson, Forrester vice president and principal analyst, in a blog post. “These workers are often in the best position to understand challenges and opportunities and to make decisions to improve the business. It is only when responses to change come from within, from these highly aware and empowered employees, that enterprises become agile, competitive, and successful.”
Without the right tools, however, many companies struggle to stamp out “shadow IT,” disparate data analysis methods that employees may have turned to in the absence of flexible technology.
“Point-and-click, drag-and-drop guided user interfaces may be intuitive to an experienced professional with a background in command line interfaces, but not so obvious to a millennial who grew up with a thumb-typing mobile phone UI,” Evelson adds.
To become agile enough to manage change, companies must embrace data analysis tools that allow them to identify and react quickly to change, including: