The fundamentals of business have changed. In a world where mobility, apps, social and cloud are delivered in a blink of an eye and the speed of business is ferocious.
Look around your office and you’ll see the impact of technology on the way that we work everywhere.
Today’s business has more options for technology communication channels than ever before. Communications technology has the opportunity to delight customers and greatly improve employee productivity and should, therefore, be a key element of companies’ digital transformation journeys.
For many companies, the digital transformation of their enterprise communications is just beginning. However recent research indicates that they are prioritising employee productivity as the main driver of their digital transformation initiatives, followed closely by customer experience.
To make communications a foundation of their digital transformation and a key driver of their business results, organisations should focus on the following key areas:
Focus on both employee productivity and customer experience
By optimising use of communication technologies, enterprises stand to improve employee productivity and efficiency. Companies should build on this early success by expanding their digital communications alternatives for customers as well. Getting employees trained on and using these tools internally is a great way to lay the groundwork for providing a better customer experience.
Help employees use unified communications tools effectively
Putting the right unified communications in place is just the start. The real benefits come when employees begin using these tools consistently and and effectively. Digital transformation initiatives need to include plans for training employees and securing their adoption. Look into embedding communications directly into business processes for improving both employee efficiency and customer experience.
Keep the human touch
Consumers are open-minded about automation’s involvement in their customer service experience, but only so long as this technology is an enabler and not an obstacle to connecting with a live specialist when warranted. Be sure to design technology-enhanced customer experience with these criteria in mind.
Integrate the back office with the front office
Ultimately, customer experience is only as good as the back office. Companies should seek to transform how they interact with customers by connecting internal and external processes, and eliminating service silos.
Don’t forget about the basics when transforming the customer experience
Very few companies are achieving the level of customer experience they require for a truly satisfied and loyal customer base. Leverage technology to help deliver on fundamental satisfaction drivers such as quick issue resolution and connection to knowledge, empowered service personnel. And to keep on top of the latest technologies to further facilitate an exceptional customer experience.
With the benefits that transformational technologies - like the Internet of Things (IoT), new communications tools and smart connectivity - will bring to businesses, the workplace of the future promises to be connected, productive and exciting. Collaboration will become much simpler and more natural, whether working with a colleague in the same room or half way around the world.
To find out more about the technology to help future-proof your business, contact Exchange Communications today on 0800 008 7600 or visit www.exchangecommunications.co.uk
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