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Why Florida Is Primed for a Customer Experience Revolution


From sandy beach resorts to cruise ports and amusement parks, there is no doubt that a large part of Florida’s economy revolves around travel and tourism. In 2017, it’s estimated that over 116 million tourists visited the state and 1.1 million people have jobs related to tourism, contributing $51 billion to the state GDP, according to the Department of Economic Opportunity.

Beyond entertaining visitors, and lesser-known, Florida is part of a nationwide boom in life science and healthcare industries. The state boasts organizations conducting groundbreaking biomedical research, pharmaceutical, and medical device manufacturing, and tens of thousands of other healthcare businesses. Over 1,100 life sciences, companies call the state home, and Florida is leading the charge for bringing access to new treatments, drugs and medical technologies to the general population.

With tailored experiences popping up around every corner, social media taking over, and digitally native newcomers constantly shifting the landscape, businesses now realize that the human connection they share with their customers is what will truly make an impact on their bottom line. This is the era of converging business and technology, which gives progressive companies a unique opportunity to overcome their competition. They can become industry leaders by creating a standout, personalized customer experience (CX).

Many of the industries above have their roots in Florida but have struggled to keep up with customer expectations fueled by explosive advances of technology. We don’t blame them. Adapting to new technologies can be a daunting task, and to succeed, these businesses must partner with companies who can assist with maximizing this unique opportunity to leverage technology and digital innovation to revolutionize the CX.

Consultants at OZ help Florida’s top companies reinvent themselves, developing innovative solutions that leverage the Digital Building Blocks of Design Thinking, Analytics, AI, Robotic Process Automation (RPA) and IoT all underpinned with cloud infrastructure and an Agile approach. We are proud to be a Florida company, built to serve other Floridians. In fact, we’ve spent the last 20 years helping over 400 businesses in our state reimagine their CX and digital processes.

We help our customers view their challenges – or should we say opportunities – from the lens of the customer and build solutions that truly make a measurable impact. We are experts in our industries – travel and tourism, healthcare and life sciences, high-tech, financial services, retail, and consumer goods – and we serve them all.

We wholeheartedly believe that CX and supporting digital technologies can bring efficiencies, productivity gains, new streams of revenue and improved customer connectivity to your business.