Accelerated Enterprise: The Key To Growth With A Hybrid Workforce

More than three-quarters also say that employee-facing and customer-facing digital programs are important for increasing revenue, cyber security, operating efficiencies and productivity over the next two years. Roman Tyukin - stock.adobe.com

Most organizations have developed workflows to manage the processes that run their business for decades. But as more and more businesses cope with remote and hybrid work situations, these low-key workhorses are becoming critical engines of growth. They face a slew of challenges that modern programs may be able to solve through streamlining and automation.

A new report based on a survey of 505 C-level technology executives, conducted by Forbes Insights in collaboration with Adobe, shows that few organizations anticipate a full return to the 9-to-5 office. They expect their workforce to become a mix of remote, in-office or a hybrid of the two in the next two years.

Managing these environments brings with it the risk of higher information technology costs and cybersecurity threats, as well as process delays and the loss of employee collaboration and innovation. And that’s where workflow solutions such as employee- and customer-facing programs can help. Here’s a look at how executives are approaching these solutions—including the benefits of streamlining processes and the challenges to implementing them.

Adapting To A New Landscape

“All of a sudden half the workforce was remote, and we had to automate workflows for the purpose of business continuity,” says Holly Muscolino, research vice president of content strategies and the future of work at IDC. “We needed to be able to perform processes that hadn’t been possible to do remotely. Nice-to-have features became mission-critical.”

Forbes Insights survey respondents agreed: An overwhelming majority (86%) believe workflow software and implementation will be very important to succeed in managing a distributed, hybrid work structure, including 32% who say workflow solutions are critical to success.

More than three-quarters also say that employee-facing and customer-facing digital programs are important for increasing revenue, cyber security, operating efficiencies and productivity over the next two years. That’s a powerful recipe for business growth through digital transformation.

Streamlining Systems Integration

Digital workflows simplify processes by enabling disconnected systems to “talk” to one another.  “The primary purpose of a workflow system is integration,” says Tom Rodden, senior vice president and chief information officer at Varian Medical Systems. “When your workflow is well-designed, cross-application integration becomes seamless to your users.”

In a supply-chain transaction, for example, revenue recognition can be a challenge when different accounting standards are involved. Here, workflow integration can simplify and automate the data exchange between the customer, transport provider and distributor, as well as the backend system. Tools, like Adobe Sign, can integrate the communicator’s process to provide proof of delivery to Varian from partners, Rodden says.

Other executives agree: 40% of executives from organizations with an annual revenue of $5 billion or more expect their workflow solution budget to increase 15% or more.

Improving Implementation

Most executives agree workflow transformation is key to driving a future competitive advantage for their organization. Achieving it, however, will depend on the implementation. Barriers to adopting workflow systems and running them smoothly include security concerns, IT staff bandwidth and the prevalence of legacy infrastructure.

It’s best to start with a customized strategy that targets specific issues, advises Simon Longbottom, vice president of product marketing digital media for business at Adobe.

“It’s really about trying to understand what the biggest pain points are and solving them,” he says. “We’ve typically found that problems fall into the two main buckets of employee or customer. For example, a company could be trying to hire and onboard tens of thousands of new employees or might want to move from a paper-based customer acquisition process to an electronic one.”

Companies also need to decide which solutions to prioritize and invest in. Advanced workflow programs based on artificial intelligence, machine learning or robotic process automation are still not widespread—representing, on average, only 15% of the work being done today, according to the Forbes Insights survey. That number will increase to 17% in the next two years.

“In the immediate aftermath of the pandemic, there was a knee-jerk reaction to get systems installed as quickly as possible,” says Muscolino. “Organizations now need to go back and evaluate what’s worked and what hasn’t to make sure they’re fully leveraging these technologies. It’s possible to simply digitize a manual process, which doesn’t mean that you’re fully leveraging digital technology.”

Muscolino adds that organizations now have a unique opportunity to examine what systems may need re-engineering and what should be eliminated altogether. “Workflow solutions should be codified so they’re not just an ad hoc solution to a crisis,” she says. “They need to be designed into an organization’s infrastructure and plans going forward.”

As more organizations adopt modern workflows, tools like Adobe Document Cloud with Adobe Sensei, will help teams streamline collaboration and boost their bottom line.

By Rama Ramaswami

Source: https://www.forbes.com

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Critics by ThoughtFarmer

Back in 2020, employers found themselves at a crossroads, trying to ensure employees had all the resources they needed to maintain their productivity (and sanity), while still hitting organizational goals. This paved the way for the hybrid workplaceThe hybrid workplace is defined as a business model combining remote work with office work.

It may look different among organizations, but it typically includes the onsite presence of a core group, while others are free to come and go as they please, within reason. It may be the same employees mandated to be onsite, or it could include a staggering of different people present on different days or times. Or, there may simply be specific days where employees are requested to attend in-person meetings. 

The hybrid workplace generally allows employees the opportunity to fit work around their lives, rather than structuring work around fixed hours logged into an office. For many employees (and employers) it’s an optimal balance of productive work with reduced stress and less commuting.

A study by Boston Consulting Group revealed that 75 percent of employees who have transitioned to or remained remote during COVID-19, are at least as productive in performing their individual tasks as they were before the pandemic struck. And about half report that they are at least as productive on collaborative tasks that normally would be performed in conference rooms. 

Fuelling some of the anxiety about a return to office is the lack of safety associated with public transportation. In a study of 3,500 workers worldwide, 81 percent of participants said they used public transit to commute to work, and of this group, 67 percent were at least moderately concerned about commuting when they return to work during the pandemic.

Such anxiety is forcing many employers to either continue to allow employees to work remotely, or to implement a hybrid workplace model. Failure to do so could result in increased turnover, otherwise known as the turnover tsunami. In a study conducted by Fortune with Momentive, almost 50% of workers who are still remote or hybrid say they will look for a new job if their employer forces them back to the office after the pandemic ends.

A hybrid workplace prioritizes the employee, and encourages a stronger work-life balance. It additionally can help ease anxiety employees may have relating to returning to a public workspace, or commuting on public transit. This is particularly critical for those caring for, or who themselves, are immunocompromised.  A hybrid workplace is also a more economical workplace. With less reliance on large scale offices, organizations can save thousands of dollars in real estate and office maintenance costs. 

Organizations offering a combination of in-person and remote employees will also have a larger talent pool to work with, as they will no longer be confined to hiring employees in specific geographical regions. Additionally, a hybrid workplace can help build a crisis resilient culture by preparing organizations for potential future lockdowns. With many employees already working from home, your workplace can easily adapt back to a fully remote environment if necessary. 

Finally, a hybrid workplace can reduce the spread of contagious viruses, as employees can choose to work from home if they are feeling unwell. A hybrid workplace may also offer a solution to organizations with employees who aren’t—or perhaps cannot or have no desire to become—vaccinated. 

As some critics have pointed out, the hybrid workplace model isn’t without its flaws. Not all of us have the luxury of quality internet access, designated home workspaces, or distraction free environments. And obviously remote work or hybrid work isn’t an option for frontline workers (check out this post on how to engage your frontline workers) like many employed by hospitals, factories, and law enforcement. 

A hybrid environment may additionally put employees who cannot work in the office at a disadvantage of those that can. For example, consider a scenario where one employee is unable to attend an in-person meeting. Even if they join via video, there are potential side conversations they may miss out on. Female employees in particular may be at a disadvantage, as they are disproportionately expected to care for young children, and thus unable to return to an office environment. 

There is also concern that employees ‘seen’ in the office will be viewed as providing greater output. Remote employees may feel passed up for opportunities because they are less visible than those who return to the office. This could be especially problematic if leadership are the ones present in the office. In other words the physical office should not hold more power than a remote office. 

Equally important are the challenges associated with collaboration and communication. With two different experiences to manage, there is increased risk that one group may feel excluded in crucial conversations. Such scenarios highlight the importance of a robust hybrid workplace plan and a hybrid workplace assessment. If not properly executed, a hybrid workplace could create a divide between those who work in the office and those who don’t.

he hybrid work environment may be new, but the challenges associated with connecting and communicating with employees aren’t. The good news is that these problems were solved a long time ago with intranet software. Long before COVID-19, organizations around the world depended on their intranet to increase knowledge management, communication, innovation, efficiency, and resilience. Modern intranets take it one step further by automating a variety of business processes, like those involving paper forms

Intranets also make it easy for communicators to understand if employees have read important announcements, as well as to instantly broadcast critical news to employee employees through their mobile phones.  Finally, intranet software enables asynchronous collaboration, so employees can stay focused and on-task…..

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E-Commerce Popularity Ignites Growing Investment In Warehouse Automation

It’s no secret that e-commerce has skyrocketed in the past few years. Fueled by the global pandemic, a study from US Census Bureau showed that ecommerce grew 43% in 2020. Two years later, it’s still going strong — and likely never to return to pre-pandemic levels despite some near-term signs of economic slowing.

Today, online shopping accounts for 20% of total retail globally, and that number is expected to hit 30% by the end of the decade. But the digital economy doesn’t operate in a silo. It includes a massive web of packaging, shipping, warehousing, and distribution systems that deliver on the digital promise. This physical infrastructure is what keeps the digital e-commerce world operating.

But along with the growing popularity of buying online, the e-commerce segment has also experienced some growing pains. For instance, consumer demands are — well — never-ending. Traditional peak buying cycles like back-to-school season and holiday season have been supplanted by an “every day is a holiday” mentality.

An increasingly savvy consumer market means that buyers are putting major pressure on retail companies to deliver more, at a faster rate, more reliably, and more socially conscious than ever before. Expedited shipping is no longer enough.

At the same time, the global supply chain has been anything but reliable. And while it is improving, according to the Global Supply Chain Pressure Index, companies are still dealing with the pressure of extended delays. Added to consumer pressures and supply chain challenges, companies have been navigating talent shortages — struggling to staff not just their retail stores but warehouses, as well.

The ongoing issues have left many retailers to wonder how to keep up with the increasing demands of the e-commerce segment while remaining profitable at the same time. For an increasingly growing number of businesses, an investment in warehouse automation may be the right place to start.

Transforming the Traditional Warehouse Setting

Traditionally, warehouses and distribution centers have been labor-intensive operation centers with a large number of employees moving inventory to the right place. Typically located in rural areas — although Amazon is slowly changing that with their distribution centers — these centers have played a huge role, albeit hidden role, in keeping our economy up and running.

And while supply chain challenges and issues from the pandemic have definitely changed things, we were starting to see an increasing number of businesses turn to other technologies to lessen the risk of their supply chains, prior to 2020.

These organizations were increasingly turning to warehouse automation. According to a recent report the team at Futurum Research did in partnership with Honeywell, this option has been steadily growing in popularity, but it’s far from mature — spelling a lot of room for growth for the future.

From autonomous mobile robots (AMRs) that help grab, sort, and pick items from the warehouse floor to aerial drones that help with inventory, these options will be in warehouses everywhere in the coming decade, I’m sure.

For the past three quarters, U.S. robotics sales have hit record highs. Last quarter saw 12,305 units moved, a 25% increase over the same period last year. Amazon announced it would invest $1 billion in warehouse automation solutions like robots and AI. To keep pace, Walmart says it will invest $14 billion in warehouse automation and other areas.

Other companies are investing hundreds of millions into their own proprietary bots. Even for smaller businesses, the economics of investing in warehouse automation are clear. Robots are reliable and cheaper than humans.

Benefits of Warehouse Automation

Regardless, what form it takes, warehouse automation offers many benefits, and businesses around the world are buying in. According to our recent report, some of the key benefits include:

  1. A more efficient workplace. With warehouse automation solutions like autonomous mobile robots (ARMs), drones, and automated storage/retrieval systems, businesses can fulfil orders more quickly, more safely, and more predictably than with human workers. This means not just that customers are more satisfied but that businesses are working more efficiently — and with less risk — overall.
  2. A more agile “workforce.” Given the many any issues impacting the retail segment, companies need to be agile and ready to change on a dime. For instance, during the pandemic, many businesses shifted to a purely online, direct-to-consumer (DTC) model to create a stronger bond with their customers. While humans may need lengthy training after such a major business model change, robots do not. This allows businesses to be more flexible and responsive to the current environment.
  3. Less reliance on humans. Given that many people left the workforce during the Great Resignation, a move toward warehouse automation means less disruption and fewer shutdowns when humans are unavailable to work. Indeed, the warehouse sector used to be a human intensive industry. But with bots, there’s no training, no need for breaks, and no staffing shortages. Bots can even work 24 hours a day to keep up with demand.
  4. A more accurate inventory. Human error is an issue for every company, but using warehouse automation and AI can help create more accurate numbers overall, be it for inventory counts, production location, shipping details, etc. Again, this is a huge bonus when it comes to customer satisfaction, as buyers want to know that the products they order are available as promised, rather than receiving an “out of stock” notice or unexpectedly delayed shipment after an order has already been placed.
  5. Data-rich Environment. This is a data-driven economy. And because warehouse automation is AI driven, it allows for the acquisition of data throughout its life cycle. This could be used for asset tracking, quality assurance, or any number of processes associated with the Internet of Things (IoT).
  6. Augmented staffing. Lastly, warehouse automation can be used not just to replace, but to augment the capacity of current staff so that they can focus on more important things, be it business strategy, customer service inquiries, or sales.

Warehouse Automation and the Future of E-commerce

While right now some warehouse and distribution centers might be operating in survival mode, I fully believe we will see an expansion of warehouse automation in the future. Though some might argue that fully autonomous warehouses would be the ultimate goal, I think that automation technologies and humans will work in conjunction, driving the future of e-commerce forward—

This symbiotic partnership between humans and machines (automation, robots, AI) was the thesis of the book “Human/Machine” that Olivier Blanchard and I wrote in 2019, and we are seeing this come to fruition today with warehouse automation being a good example.

I think in the next decade we are going to see a greater reliance on warehouse automation to be more resilient and agile. Right now, forward-thinking organizations need to understand the opportunity to take their current automation plans and push them further, building a foundation that will meet the needs for the future of e-commerce. Those that don’t might struggle to exist by the end of the decade.

I am a principal analyst of Futurum Research and CEO of Broadsuite Media Group. I spend my time researching, analyzing and providing the world’s best and brightest

Source: E-Commerce Popularity Ignites Growing Investment In Warehouse Automation

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How SocialAgency360 Creates Business Workspace By Finding Social Media Clients

If you’re tired of the B’S… the Loopholes and complicated software… Then maybe it’s time to build a real business instead. An Evergreen Business that makes you passive income month after month after month… for years and years. Ace Social Media Marketer Godswill Okoyomon will unveil SocialAgency360. It is an all-in-one platform that combines Content Marketing + Social Media Management to help businesses, publishers, brands, agencies, & startups…

FIND, CREATE & SHARE the best performing content consistently… to increase their traffic, leads and sales. Social Media Agency is unlike any other Social Media Marketing tool out there. Run-Of-The-Mill Social Media Marketing Software Vs. SocialAgency360: They don’t help you find clients – This software does that. They don’t provide tools (marketing resources) to close clients – This software does that. They don’t help you search for content – This software has a built-in A.I.-Powered Content Finder. They lack true Agency Training and Mentorship – This software has that.

They have 2 Angles: Real Agency Solution to setup and earn as a social media agency. All in one social media tool to traffic, leads and sales angle.

Social Media services are still very high in demand, and since the Pandemic, more and more businesses are looking to grow their brand and business with Social Media. With SocialAgency360 for the First Time users get everything they need to Start a Social Media Agency Fast and Easy and Long Term including the software to deliver these services in a snap.

They are offering every aspect of the Agency Setup: DFY Assets (They get all the assets they need to set up their agency). Workspace: Features to create multiple brands and manage clients efficiently. Client Finder to find leads for their agency. Client Feedback system to engage with clients and keep them coming back. Brandable report and up

 Social Media is the best way to drive traffic, leads and sales to any business. Users get a complete set of social media management and automation features to create engaging content in a snap, manage their business on socials and drive consistent traffic and sales. They get features like: AI Content Discovery (All content types). AI-Assisted Composer. Social Media Planner. Social Media Automation. Analytics.

SocialAgency360 works with 3 Steps:

  • Step 1: Setup Your Agency: Use their Done For You Social Media Agency Business Assets to Setup your Agency in a Few Clicks
  • Step 2: Find Clients: Use their InBuilt Client Finder System to Find Leads on Demand
  • Step 3: Deliver and Repeat: Use their Social Media and Content Management tool to deliver service in minutes, get paid and repeat.

  • SOCIALAGENCY360 FEATURES

    • Part 1. Agency Feautures: Full set of features to setup, find clients and grow a successful Social Media Agency Business
    • Workspaces and Brands: Users can create workspaces/Brands for clients and exclusively manage each client social media service. For the SocialAgency360 FE they are giving 20 Seats, If they charge an average of $199 per month, that is an estimated $3,980 per month. They can get additional seat with Upgrade
    • Dedicated Social Media Agency Client Dashboard: They have created a Robust Client Management Dashboard. Users can Create special client login with dedicated dashboard and custom permissions. Clients can also engage in realtime via inbuilt client messaging system
    • Client Finder: The Client Finder allows users to run a simple location and business category search to find highly targeted clients via Facebook that can reach out and sell to.
    • Complete Done-For-You Social Media Agency Setup: They are giving Users a Complete set of DONE FOR YOU Social Media Agency Assets to Position their Business, Build Authority and Sell the Service.
    • Brandable PDF Reports and Analytics: Users can Schedule the Analytics Reports to be sent out to Clients based on set frequencies. Users can Eaisily brand these analytics and reports data and send to clients with their logo and branding each time…
    • Inbuilt Client Feedback System: Collect feedbacks and Communicate with clients from a secure inbuilt chat system. SocialAgency360 keeps clients Engaged and increased Client Retention. Heck, your clients might even tip you.
    • Intensive Social Agency Business Bootcamp.
    • Part 2. Social Media Software Features:
    • AI Content Discovery: Discover the top performing content and Insight to power you and your clients business. Find, analyze and share top performing content for any topic or industry. Their Huge Database allows you follow any topic across all Content Types and use this for you business or Clients Business
    • Multi-Channel Composer: Create Content HassleFree with their Multi- Channel Composer. Witness true composing power with their Multi-Channel Composer to easily create beautiful Images, Articles, Audio and Social Posts. This Composer comes with Real time Content Assistant to create Unique in a snap using their Proprietary Drag and Drop Editor to bring contents from across the web into the editor in real time.. (Live Search for Quotes Stock Images, Youtube Images).
    • Social Media Automation: Auto Post and Auto-Discover: Spend Less Time and Share Content Handsfree with Automation Recipes. Take Back your Time and Set your Content Strategy rolling without Interuption with rules to Auto-Discover and Auto-Post relevant & targeted content to your channels according to your own needs and settings.
    • Analytics and Reports: Get Robust Analytics that help you and your clients business grow. Use the feedback from analytics reports and fine-tune your social media strategy for optimal performance. With their Advanced Analytics, You can Make informed business decisions through meaningful insights from social media analytics.
    • Share your message with the best scheduling workflow. Robust Social Media Calendar and Planner to Stay ahead. No More Clunky Spreadsheet – Streamline your content workflow by collaborating with your team members and planning campaigns from an interactive calendar or list view. Plan, approve, reject or schedule content for all your marketing channels
    • Image Designer: Robust Social Media Image Designer. Use the feedback from analytics reports and fine-tune your social media strategy for optimal performance.
    • Being online for businesses has become very, very local.Everyone on social media is being located, by the things that they like and the things that they do. Social media marketing is very effective in creating greater visibility for businesses.

      This is the reason every business owner wants to hire a social media agency to help them out on a daily basis. Another plus is the fact that social media marketing is an on-going thing i.e. when a business hires a Social Media Agency – its for long-term. With Social Agency 360 you have everything to cater to multiple clients from a single dashboard.

Source: https://socialagency360.com

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Accelerate Customer Success And Brand Loyalty With Data

 

Recently, financial services and telecommunication providers have experienced significant challenges. They encountered digitally savvy competitors, increased expectations for online customer service (pre-and post-pandemic), and higher case volumes of agitated customers. Meanwhile, remote work affected the productivity of service staff, daily operations, and more. But they aren’t the only service-driven industries reacting to disruption and increasing consumer expectations.

Quality of service can mean the difference between keeping or losing customers, so organizations need to examine how, where, and when they engage with them. A single customer view looking at experiences across service, marketing, and commerce is essential. Unfortunately, many businesses struggle with disparate data and disconnected applications that obfuscate that view. That means service fulfillment and relevant technologies must step up to help organizations deliver more consistent, seamless, swift, and personalized experiences for customers who agree “good enough” service won’t suffice.

Transforming your service strategy and operations with data leads to better business results. A data-driven service approach is making a positive difference in the financial services and telecommunications industries and can also help your business achieve these benefits:

1. Enhanced, personalized customer experiences across all channels

2. More productive, empowered service agents influencing success

3. Increased efficiency, prioritization, and automation throughout service operations

4. Reduced IT complexity and costs leading to higher margins

The Risks Of Poor Customer Experience

If customers experience less-than-stellar service, there’s a greater risk of switching to competitors. In fact, 80% of consumers will switch after just one poor experience1—driving businesses to compete on more than price and choice. There are other serious downstream effects: increased customer churn, diminished reputation and trust, stalled growth, and attrition of employees, agents, or leadership.

Business circumstances can change instantly. Customer interactions can portend issues with serious implications (i.e., costly compliance or regulatory fines or sharp declines in satisfaction scores). Each problem puts a company at greater risk for stolen market share you can’t afford to lose.

With a commitment to data-driven and digitally driven service operations—from the contact center to the field—you are better positioned with customers and can reduce or eliminate most risks. In digital environments, engagement barriers are often reduced or eliminated allowing customers to gain more service access, and brands to gain increased opportunities for better customer service delivery.

How To Unlock Data And Transform Customer Service End-To-End

Transitioning to data-driven service starts with leaders’ commitment to building and maintaining a cohesive data strategy spanning people, processes, and technologies that support business resilience and future growth. The next step is unifying data sources with intuitive and flexible analytics to achieve a single source of truth.

When you infuse analytics across service operations (and the business), agents and leaders gain that invaluable, complete customer view to impact personal, swift, effective service, and transform the call center from a siloed operation to an agile changemaker that affects marketing, sales, product development, and more. Tangible results include:

For financial services…

· Up to 31% increase in customer satisfaction

· Up to 29% increase in agent and user productivity

· Up to 27% reduction in customer retention

For telecommunications…

· 37% faster time to resolution

· 55% decrease in cost to serve

· 53% increase in average revenue per user (ARPU)

Let’s examine the four benefits of data-driven service and relevant resources as you focus on protecting the bottom line.

1. Enhanced, personalized customer experiences across channels

 

Customers are precious business assets, so carefully nurturing and protecting each relationship is key. Regardless of how they engage, each expects a personal interaction resulting in swift resolution. Maybe there’s a service issue and they made several attempts to get help. Or maybe there’s an opportunity to upsell their existing products and services. Unfortunately, the siloed data systems sitting inside and outside of your organization’s customer relationship management (CRM) system make it more complicated to deliver best-in-class service.

Data, analytics, and AI are foundational to digital enterprises where functional insights drive positive business outcomes. According to McKinsey, many companies using data-driven practices report above-market growth of +15%2—especially in the B2B market, but the same practices apply to B2C enterprises.

Charles Schwab relies on data to answer financial planning questions, improve customer experiences, drive operational leverage, and more. Shifting from a static to dynamic customer view with Tableau helps their call centers, branches, and headquarters staff see data errors or inconsistencies and discover insights to make product adjustments so clients’ money goes further and their engagement stays positive.

“Now those receiving and handling the customer calls are making their own impact, helping maintain higher customer satisfaction levels. They’re transitioning into a role where they’re looking at the data behind customer engagement.” Senior Data Analyst, Charles Schwab

2. More productive, empowered service agents influencing success

When agents shift from system to system trying to access information and manually perform processes, customers feel and react to the effects of disengaged communication, fragmented experiences, and long wait times. They want meaningful interaction from service staff seeing a complete view of customer and business data to influence smarter responses and actions.

As noted in the “State of Service” report from Salesforce Research, 91% of customers say they’ll make another purchase if the service is good1. With intuitive analytics, your agents can access and catalog data, then analyze it for valuable and trusted insights, and also share it with others to act in customers’ best interests. Access to pre-built dashboards like Tableau’s Call Center Accelerator gives your service team deeper views of overall service levels and helps all business leaders analyze agent performance—good and bad. Feel confident knowing data is at their fingertips to make better, quicker decisions in all customer interactions.

workforce

Thousands of customers depend on internet, cable, and phone providers to deliver reliable service. When customers use these services, ample data is created and can be collected. Verizon analyzes it with Tableau to ensure customers are satisfied, problems get handled, and departments like marketing or call centers can see patterns and behaviors to improve service. A Center for Excellence is critical as they perform analyses, support data management, and deliver insights to stakeholders for improved decision-making.

“Insights from dashboards help us optimize call center operations to reduce multiple customer calls. Monitoring these timely dashboards shows us that as the resolution rate and satisfaction index of customers go up, volumes for calls and dispatches—key cost drivers—go down. Senior Manager of Data Analytics, Verizon

3. Increased efficiency and prioritization of more complex cases throughout service operations

Before 2020, contact centers could manage traditional customer demand and service spikes. But these spikes are usually short-lived and predictable versus the unforeseen changes and new expectations growing from digital engagement and the pandemic. With a smaller workforce also handling call center cases due to downsizing, data-driven technologies that support efficiency, prioritization, and automation are necessary to the experience equation—particularly for large, dispersed enterprises.

Today, interactive analytics with built-in AI help your staff confidently understand all customer data and service performance in their workflows, which helps them be more predictive and proactive when choosing how to act on behalf of customers. AI-powered analytics also fuel speed to insights for better contact routing, improved call center and field staff capacity, and automaton of more cumbersome, time-intensive processes.

For example, a single dashboard displaying call center KPIs in Tableau can help management see and know where to optimize operations—from streamlining or eliminating multisystem dependencies to automating low-value processes that hamper productivity and communication. This frees up service staff to help more customers and address more complex cases.

Inconsistent, fragmented data at Telstra made pipeline, revenue forecasting, and quicker delivery of new technologies to customers difficult. But the combination of Sales Cloud and CRM Analytics transformed how they deliver customers new solutions and measure business value. Sales Cloud provides a complete view of enterprise customers and enables sales to forecast and collaborate for more meaningful interactions. CRM Analytics also helps line of business managers and service staff stay focused on how to achieve their business KPIs.

4. Reduced IT complexity and costs leading to higher margins

By using a self-service solution like Tableau, gain highly configurable, manageable, and customizable analytics to increase performance clarity and create faster, more accurate business decisions or predictions. IT is no longer a bottleneck, and service operations staff, business analysts, and executives have a clear understanding with direct visibility of the customer journey and what factors extend or detract from success.

This can translate to better planning with staffing, forecasting, and seasonality to reduce service costs and maintain high-quality, year-round customer engagement.

Growing through mergers and acquisitions, strategic data became vital to business operations for JPMC. IT made data easily accessible for business teams through Tableau so domain experts could keep up with industry changes, regulations, and risks, and optimize for customer success. For example, marketing operations analyze the customer journey to inform promotional materials and products like the mobile application and branch managers examine retail data to implement better banking experiences.

“We put Tableau on our robust customer data sets…to quickly ask questions like ‘How many customers have a Freedom and a checking account, and use the mobile wallet.’ ” Director of Analytics, JPMorgan Chase

Embrace Data-First Service And Win With Customers

In the competitive, highly regulated environment facing financial services, telecommunications, and other industries, leading with data-first service creates a winning position. Grow and protect valued customer relationships with the help of a world-leading analytics solution like Tableau combined with Salesforce, the leading CRM, to connect with customers in more meaningful ways across every channel—every time.

 

Allison (Ally) Witherspoon Johnston, Senior Vice President, Product Marketing, Tableau. Allison leads the Tableau product marketing team and has worked at Salesforce

Source: Accelerate Customer Success And Brand Loyalty With Data

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AI And The Secret To Employee Happiness

When I started working as a mainframe operator in IT in 1988, I felt like I was part of a secret club. None of my family understood what I was doing; my friends would ask, “what’s a mainframe and why do you have to work nights?”

My onboarding took months, and a typical workday began with staring at a blank screen. Since mainframes didn’t come with a mouse, I would enter memorized commands like “=3.4” and “Sys3.AF*” to navigate the data sets I needed to find.I don’t think many workers today would put up with that.

Any manager who has tried to hire an employee today will agree the war for talent is real. Job perks like free lunches and on-site laundry just don’t cut it anymore. To recruit talent today, there’s really one thing that every enterprise needs to do: Make work better.

Make work easy

I’ve found that companies invest in digital transformation for three reasons: To work faster, to work more efficiently, and to change or expand their business models. But the end result of any digital transformation should be a better experience, and leaders often neglect the everyday experience of the workers who actually achieve these goals.

Consider this. Outside of work, most people have grown used to finding a new home, getting pet care, and organizing travel all with just a swipe of their finger on the touchscreen. They expect the same level of ease when it comes to the technologies they use at work. It’s no coincidence that the latest release of the Now Platform invested so heavily in improving user experience.

Sure, the interface looks beautiful. But the experience goes deeper than the surface by making the usage more intuitive. Good user experience is about simplifying and hiding complexity so that using it comes naturally to anyone. Make work easy.

Flex on flexibility

Many workplaces have returned to on-site or hybrid work, but I don’t think we’ll bring back the rigid workday schedule. The last two years have taught us that, while face-to-face and real-time interactions are invaluable, many other tasks can be done just as well, if not better, asynchronously.

Yes, it wasn’t fun to work from a makeshift standing desk in the kitchen while keeping one eye on a freakishly fast toddler. It’s no wonder why some employees have eagerly returned to the ergonomic office stocked with free snacks. But some of us love attending a meeting without sitting in traffic, having lunch without navigating a packed cafeteria, or taking a two-hour afternoon break to compensate for that evening call with Tokyo. You have to accommodate both types—and everyone in between.

Leaders learned the hard way in 2020 that you can’t just flip a switch and change the way a business is run. You have to stay ready with workplace technology that can support various—and changing—work models.

Flexibility, supported with a solid digital foundation, is no longer a choice. Clearly communicate what your employees need to deliver and let them decide where, when, and how. Or you can try to force a rigid work model and watch your talent flock to another employer.

AI and human intelligence aren’t mutually exclusive. They work best when they work together.

Automate the mundane

Automation has freed employees from many repetitive tasks, making work more fulfilling and creative. The digitization of work can go a step further by tapping artificial intelligence that effectively sorts through massive amounts of data and makes prescriptive recommendations. AI can even be used to make it easier for employees to be promoted internally—a huge factor in retaining and rewarding your workforce.

There’s a misconception that AI is designed to replace human workers. But for me, artificial intelligence is actually about the interface between people and machines, making lives more interesting by automating the mundane, removing friction, and presenting the right information and insights.

Better together

Knowledge workers thrive when they can harness technology to make more effective decisions. These decisions aren’t only reactive but also proactive—something that AI enables through its predictive power, which can anticipate and adjust to a world full of constantly changing variables.

When it comes to digital transformation, we think of how it impacts the bottom line by improving speed and efficiency. But how do we improve speed and efficiency? By empowering our talent with the delightful and intuitive experiences they deserve.

AI and human intelligence aren’t mutually exclusive. They work best when they work together.

Dave Wright is ServiceNow’s chief innovation officer and acts as an evangelist for how to improve workplace productivity. He has worked with thousands of

Source: AI And The Secret To Employee Happiness

.

More contents:

What is a Digital Transformation Strategy? »

What is a Digital Business? »

How to make a Digital Transformation Strategy? »

Digital Transformation Strategy in 2020 »

Where to Start with a Digital Transformation Strategy »

Who should be involved in creating a Digital Transformation Strategy? »

What happens to businesses that don’t have a Digital Transformation Strategy? »

What are the top 5 Digital Transformation Strategy Frameworks?

How do I measure if my Digital Transformation Strategy is working? »

What is Digital Transformation?

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