Digitisation and the opportunity for customer service
Digitisation is disrupting today’s organisations.
A host of new and emerging technologies are at your fingertips, creating an opportunity to streamline processes and achieve operational efficiencies, while simultaneously grasping a much stronger understanding of the people you serve.
Many are now waking up to the opportunity to be more agile and responsive as a result of cloud adoption. On top of this, cloud is helping to future proof organisations from digital disruption down the line.
At the same time cloud is allowing organisations to bring new products and services to the market a lot quicker than before. The technology is enabling this by breaking down internal siloes, allowing organisations to pivot and react much faster.
From a customer service perspective, if you have customer contact centres running in different cities, a consistent customer experience can fall over if the infrastructure isn’t there to support it.
By using cloud, you can serve each site with a consistent infrastructure.
In turn, this will allow you to focus on enhancing the customer journey by making it a more personalised and simplified experience – a crucial element for the omni-channel experience that the consumers of today are demanding.
What if you’re not embracing cloud already?
Our Digital Vortex research has found four in ten incumbents will be displaced in their industry as result of digital disruption – not embracing new technologies is a key factor in this.
In the public sector there is also a need to go digital, with the need to control costs while also offering services which are accessible to all. Digital customer services reduce cost-to-serve, improve quality of service and improve citizen access.
For the private sector, the big risk here is losing an edge on competitors. From a customer service perspective, it will mean not being able to provide the sorts of services that your customers are now demanding. If you can’t provide the best service, they will go elsewhere.
Organisations will have to make the jump at some point – however, it isn’t something which has to be an ‘all or nothing’ scenario, and many are actually taking a hybrid approach, moving what they need to the cloud when it suits them best.
Initial concerns about data security have been addressed with security and encryption solutions and as a result, those charged with responsibility for IT governance now see cloud as a realistic option.
The disruption from digitisation is coming from all sides – but organisations should look at this as an opportunity rather than a threat.
This is about embracing new technology, and taking the chance to better understand and serve your customers.
Let us discuss our approach to Customer Journey Mapping and demonstrate how Cisco’s Connected Analytics for Contact Centre plays a key role in enabling your Customer Experience Strategy. We’re exhibiting at Customer Contact Expo 2015, why not come and meet us at Stand E10 where we will be joined by contact centre technology experts from Cisco partners including BT, Dimension Data, eGain, PC1 and Vodafone. You can register for the event here.
Tags:
