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Glue Reply is the Reply Group Company specialising in IT architecture, integration and data solutions that drive business value. Pragmatic in its approach, Glue Reply provides independent advice on the technology solutions that achieve clients’ business objectives. Glue Reply’s core proposition is to help organisations maximise the value from their business change and technology investments by helping them define, design, implement and resource best practice. Glue Reply works with many companies as a trusted advisor as well as being known for getting stuck into the nuts and bolts of any technical challenge to ensure the desired outcome. Glue Reply’s solutions drive operational excellence whilst preparing clients for digital transformation, cost reduction and data exploitation.
Disruption by definition is the prevention of things continuing as usual or as expected. Digital disruption in business dictates that linear progression or systematic transitioning no longer exists. The business as usual approach of bolting digital components onto current operations will result in companies becoming irrelevant to their customers.
There are companies who understand that digital commerce requires a new way of doing business and have embraced digital disruption for the opportunities it presents. Multi-Channel and more recently Omni-Channel are terms commonly used to describe the commercial response these companies have embraced to interact with their customers regardless of how they choose to engage.
The danger for these businesses is assuming that their hard gained and well deserved market share is secure. Customer loyalty in the digital age is directly proportional to experience. As such Digital Transformation is not a one off initiative, it demands a continual commitment to understanding and anticipating what clients are looking for, and being able to deliver against this.
One expectation is meaningful and personal interactions with companies. This includes the business having knowledge of the client’s needs at any point of the engagement. Glue Reply holds the position that it’s all about the conversation and that is enabled through the combination of Social Media, Touchscreen, Connectivity and Mobile technologies. To describe this, we have coined the term Proximity Commerce.
Proximity Commerce maintains that a business can ensure a continual engagement allowing a client to pick up the conversation on any device and at any point and resume from where they left off. This end-to-end continuity is made possible by having an architecture that understands data, enables integration and embraces change.
It also assumes that the business has a Digital Transformation strategy that is customer centric. Here the business understands the need to go to the customer. It buys into the fact that digital disruption is about people and what they want. Competitive advantage comes from understanding what customers expect and delivering against this.
By extension people or customers should include all who interact with the business. This includes the Supply Chain and customers internal to the business. While these people have needs and expectations of their own, their inclusion will further ensure that the end clients’ expectations are met and exceeded.
It is often said that a large number of staff come to the office to experience outdated technology. For many, this is like visiting a museum, it’s interesting but you would not think of using anything you see at home. If this is true of a business it reflects their strategic and organisational readiness for Digital Transformation.