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Redefine your customer experience with a digital platform [MINDSET SHIFT]

A new report from consulting firm Frost & Sullivan argues that for business to adapt more rapidly to market changes, understand and meet customer expectations and anticipate their needs, they need a "360-degree view" of the customer, possible only with a digital platform. Specifically, "The right mix of technology ensures that data and context from the initial contact carries over to subsequent channels, reducing customer effort, improving the customer interaction, and enabling the business to tailor the customer journey while reducing cost.”

As ICAA members have seen and reported on throughout the pandemic, going digital has boosted the confidence and experiences of both residents/customers and staff.

Frost & Sullivan's white paper offers an overview of the trend and addresses these concerns, among others:

- While customer needs change quickly, the quality they expect does not. The report offers strategies on how to quickly adapt at scale to proactively engage with and be there for customers.

- In a hybrid work-from-home and in-office employee model, leaders are looking to upskill

and cross-skill employees. The report advises using a connected, digital platform and customer data

to sustain and grow your business.

Although focused on customer service agents, the report easily generalizes to the active-aging market, including senior living, community organizations and seniors centers.

Download the free white paper here,


Do you have news to share?
The ICAA welcomes your news submissions. Please send your press releases to colinmilner@icaa.cc-the ICAA's email for submissions-and staff will consider your news for possible publication. Newsworthy topics include such things as center/community openings; initiative or campaign launches; announcements of awards, promotions or grants; and other topics of interest to active-aging professionals.


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