James Phipps, CEO Excalibur Group:
‘Customers will be keener than ever in 2015 to use the best available communications tools to help them advance their business. Increased connectivity through 4G will further enhance how they manage their own operations and how they can offer more to their market places.
‘Solutions are set to become even more varied. Whilst this will ultimately provide sizeable benefits when the correct systems are in place, it means that solutions will become even more complex.
‘With mobile working set to become even easier, the demand for a single supplier will be all the more logical. Already we’re beginning to see companies looking to offer extra services as they try to present a more all encompassing offer, but many are perhaps setting themselves up for a fall. Establishing a foolproof customer journey requires a serious investment in the right people and right systems to become that true service provider. Merely doffing your cap in the general direction of this claim or hiding behind your ‘tardis-like’ website isn’t going to work. Those firms trying to set themselves up as something they’re not will soon find that their increasingly savvy customers, who have critical communications needs, will see right through them.
‘Tablets will continue to outsell pcs and this will see IT companies getting a little hotter under the collar as tablets with SIM cards become viewed as more of a communications device. Likewise, comms businesses will feel further threatened by the mobile becoming seen as more and more of an IT device.
‘Whilst Nokia’s B2B should significantly increase in 2015, there will be a reduction in resellers. It’s not impossible to manage a supply chain of course, but by its very nature, a giant product portfolio makes it difficult to focus and ever tougher to offer a decent customer experience. I’d like to think that 2015 will see an end to the cowboys who don’t care about that decent customer experience, but like all industries, there are a few out there who can’t see beyond those £££ signs rolling around in their eyes.’