Dec 152011
 

Year of the App Redux

It’s another “year of the app” for 2012 as more and more clients will expect any of the goods and services we offer to be available on their iPhones and Droids. A failure to include those elements in the tool set will invariably lead to charges that the provider lacks “true” customer service.

More Face Time in 2012

While technology will play a greater role, it’s also evident that there will be a greater level of “touch” required for some clients who will see the advent of e-options as the surrender of personal contact. They will push back and demand true face time as well as on-site commitments. Coupled with this, expect Indian offshoring to see its first decline in quite a few years, thanks in part to the need for physical contact and in part to the sagging U.S. economy.

Looking for the Positive

The best bets for 2012? Almost anything that can be linked directly to a positive message.  The world craves good news, and the organizations that serve that interest will be pleasantly surprised as their “we can do that, and do it with a smile” message will surge. Oh yes, and those flying cars I predicted last year? Look for new and improved models!

[Editor’s Note: This post is part of the annual “Cutter Predicts …” series, compiled at the Cutter Consortium website.]

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