[New] How will technology influence the UK Business Landscape in 2023?

By Neil Parsons, Managing Director, Wolters Kluwer Tax & Accounting UK

Technology is continually influencing the business landscape, and in 2023, we’re set to see IT and business collaboration become stronger. Vendors will be seen more as partners in 2023.

The reality is that the nature of customer and vendor relationships has developed with the introduction of SaaS solutions to businesses: the continuous nature of SaaS software features has underpinned an evolving relationship. Businesses aren’t willing to work with vendors who don’t quickly establish this partnership type of relationship. There has to be a human-led relationship there for customers to feel that their input is being recognised and fed back into the way a business develops its software (in our case) or products and services. Feedback should be on a continuous loop and, while it isn’t possible to put every idea or suggestion into practice, customers want to be, and deserve to be heard.

One of the true building blocks of a fruitful customer/vendor relationship is actively identifying and documenting key pain points across all customers, and constantly exploring how to enhance any internal processes that affect the overall experience. It’s about listening to customer feedback and analysing it in a constructive and practical way. When customers feel they are being listened to and that your team is acting on their feedback, it can only serve to enhance and reinforce the quality of your mutual relationship.