Empowering Employees To Serve Customers

Businesses that want to turbo-charge their digital transformations must extend those initiatives to empower employees with the digital content they need to serve customers, the study said.

About half – 49 percent – of respondents see an opportunity to improve the end-user employee experience by merging process flows with content and information. Almost as many – 47 percent – believe that will help create better customer experiences that will foster retention and loyalty, which will boost business value, the study said.

"Successful companies deliver an exceptional customer experience: it’s that simple," Arrow's Anderson said. "Customers today — even in B2B — are digitally savvy and they want options for how they interact with a brand."

He added that the integration of content and process "is key because your customers expect and deserve a seamless experience—no matter how they choose to interact with your business."