Intelligent CIO Europe Issue 49 - Page 44

FEATURE : 2022 TECHNOLOGY FORECAST
compounding speed and service issues . For example , a quarter said that continued inefficient paper processing meant they were unable to meet costcutting priorities .
Gary Harrold , CEO of Swiss Post Solutions , UK & Ireland , said : “ To deliver Digital Transformation priorities within tight budgets , transformation of back-office operations is key . Many are doing so but are struggling to juggle competing priorities . It has never been harder

ENSURING EMPLOYEES CAN WORK REMOTELY IS AS MUCH ABOUT DELIVERING GREAT CUSTOMER SERVICE AS IT IS MEETING EMPLOYEE EXPECTATIONS .

to answer the competing needs of the organisation while trying to cut costs . As such , it ’ s perhaps unsurprising that three-quarters are seeking to outsource Digital Transformation initiatives in the next year , bringing in expert partners who can help manage these competing priorities strategically and cost-effectively , with specialist insight and holistic understanding .”
Disconnected communications and poor use of data impacts customer service
Across the industry , financial service providers are keenly aware of threats to customer loyalty . According to this latest research , the greatest threat comes from customers ’ perception of poor service . As a result , over a third of respondents reported that they were focused on improving the customer experience in the next year . processing and effective analysis of customer data ; over a third admit that they are delivering inferior services due to an inability to effectively analyse and use customer data . The same number report struggling to automate data collection and analysis , leaving much valuable unstructured data languishing as a result .
In addition , nearly 50 % said that legacy systems impact the time it takes to process data . In fact , over a third said that slow manual processes are damaging customer relationships .
When asked what the biggest challenge is to delivering a superior customer experience , the majority pointed to the integration of digital online with physical offline communications and processes . This aligns with their overall priority ; connecting and transitioning physical communications and processes from the ‘ physical to digital ’.
Harrold continued : “ It ’ s clear that there is focus on integrating online and offline communications and that leaders in this sector are prioritising digital processes to support this . Customer expectations in the wake of COVID have changed , and the drive to digital has accelerated as branch and in-person interactions diminish and digital communications increase .
The challenge of online / offline communication was followed closely by inter-related issues of collation ,
“ However , it is important that in addressing communications issues , resulting data is not left
44 INTELLIGENTCIO EUROPE www . intelligentcio . com