TRENDING /////////////////////////
ever, enterprises must leverage technology
to deliver great experiences, unlock remote
productivity and fuel innovation.
Our customers and new prospects are
approaching us now more than ever to
use a single ‘Platform of Platforms’ to
reduce complexity, drive down costs and
duplication of expenses and technology
and to ensure the workforce is enabled for
the new way of work.
What will be the long-term impact of
this new way of working?
“
GREAT
EXPERIEN
FOR EMPL
AND CUST
SHOULD B
PURPOSE.
We will see a massive shift from office bound
to work from home which will change every
industry, massive office blocks and big sales
conferences while regular business class
flights will be something of the past. Digital
experiences for employees and customers
will matter more than ever.
The best companies will identify the
experiences and related digital workflows
that are the most important and improve
them to build better customer relationships
and attract new customers.
Our customers will need an innate
understanding in order to make the shift to
online marketing, sales and communication
channels, not only in the consumer world,
but also in sectors such as insurance, banking
and telecommunications.
Leading companies will make significant
improvements to their digital channels,
eliminating inefficiencies, and will prioritise
important customer ‘moments that matter’,
such as late payments, cancellations and
moves to online service.
How important is it that businesses
implement smart workflows to ensure
they are future-proof?
Organisations that focus on digitisation
are 30% more profitable and productive
because they maximise the value from their
entire workforce, recent studies have shown.
Leadership is about learning from adversity
and looking ahead. Talented organisational
leaders who can see past this pandemic will
be quicker to develop agile workflows that
address employee and customer requirements
while consumerising the experience.
Mark Ackerman, Senior
East and Africa, Service
They’ll be faster to adjus
to respond to changing
They will be able to harn
of their employees and t
What are the implica
organisations which
and adapt their work
Organisations who hang
are not able to adopt an
workplace will most likel
very long.
What best practice a
offer CIOs looking to
smarter workflow?
Firstly, get executive sup
there. Amazing plans wi
leadership often die on t
the C-suite is critical. Per
allows for the right mixtu
stick to prioritise work ac
20 INTELLIGENTCIO