Why People Must be a Critical Aspect of Digital Transformation

Why People Must be a Critical Aspect of Digital Transformation

99% of Companies are Embracing Digital Transformation Amidst Disruption, Innovation, and Consumer Upheaval

RELEASE DATE
03-Dec-2019
REGION
North America
Research Code: 9AC4-00-22-00-00
SKU: IT03977-NA-MR_23851

$1,500.00

Special Price $1,125.00 save 25 %

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SKU
IT03977-NA-MR_23851

$1,500.00

$1,125.00 save 25 %

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Description

People, processes and technologies have long been the key elements of a CRM strategy. A recent Frost & Sullivan study found that 99% of businesses are now in some stage of digital transformation. The people piece is a great place to start. Customers and employees play probably the most important role in a company's success. Our research proves that emerging technologies can help you gain a competitive edge.

Technologies such as Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), mobility, and cloud computing are just a few examples of digital transformation that are impacting the customer contact world. Chatbots and cobots are robots that free up people to do more creative or higher level of work.

• AI Systems can take care of a number of tasks including detecting fraud in finance; reading catscans in healthcare, driving school enrollment, and improving safety and leisure in cars.
• Beyond just automating repetitive and monotonous tasks, new digital customer interaction channels, such as virtual assistants and bots, Web self-service and social networks, are being used to infuse new capabilities across the customer contact landscape including analytics to improve performance and bring insights to agent performance and customer interactions.
• This trend of new technology adoption feeds directly into the changes happening with workforce management in the contact center.
• These technologies have the power to improve both - the customer experience (CX) and the employee experience (EX).

This study covers why it's important to incorporate not only how to improve customer experience into your business strategy, but also to integrate new possibilities for employee engagement. This will have a positive impact on your organization's wealth and health.

Author: Alpa Shah

Table of Contents

Why Must People be a Critical Aspect of Every Digital Transformation

The Raging 20’s

The Raging 20’s (continued)

Customer Demands—They Want Excellent Customer Service

Anytime/Anywhere Care

Top End User Priorities in Digital Transformation—Top Business Goals, Global, 2019 to 2020

Top End User Priorities in Digital Transformation—Top IT Investment Drivers, Global, 2020 to 2021

Top End User Priorities in Digital Transformation—How Companies Plan to Measure their Digital Transformation Success, Global, 2019

Top End User Priorities in Digital Transformation—Relationship of IT Spending with Revenue Growth, Global, 2019

CEX Industry “People” Challenges

CEX Industry “People” Challenges (continued)

Top End User Priorities in Digital Transformation—Voice Still Matters, Global, 2019

What Can be Done to Overcome these Challenges?

Benefits of Focusing on Workforce Engagement in the Contact Center

Giving Back

Proof of Culture

Giving Back + Empathy + Engagement

Giving Back + Empathy + Engagement (continued)

Key Takeaways

Legal Disclaimer

The Frost & Sullivan Story

Value Proposition—Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
People, processes and technologies have long been the key elements of a CRM strategy. A recent Frost & Sullivan study found that 99Percentage of businesses are now in some stage of digital transformation. The people piece is a great place to start. Customers and employees play probably the most important role in a company's success. Our research proves that emerging technologies can help you gain a competitive edge. Technologies such as Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), mobility, and cloud computing are just a few examples of digital transformation that are impacting the customer contact world. Chatbots and cobots are robots that free up people to do more creative or higher level of work. • AI Systems can take care of a number of tasks including detecting fraud in finance; reading catscans in healthcare, driving school enrollment, and improving safety and leisure in cars. • Beyond just automating repetitive and monotonous tasks, new digital customer interaction channels, such as virtual assistants and bots, Web self-service and social networks, are being used to infuse new capabilities across the customer contact landscape including analytics to improve performance and bring insights to agent performance and customer interactions. • This trend of new technology adoption feeds directly into the changes happening with workforce management in the contact center. • These technologies have the power to improve both - the customer experience (CX) and the employee experience (EX). This study covers why it's important to incorporate not only how to improve customer experience into your business strategy, but also to integrate new possibilities for employee engagement. This will have a positive impact on your organization's wealth and health. Author: Alpa Shah
More Information
No Index No
Podcast No
Author Alpa Shah
Industries Information Technology
WIP Number 9AC4-00-22-00-00
Is Prebook No
GPS Codes 9705-C1,9661,9857-76,9B07-C1,9723