Remaining productive, connected, and empowered is essential for businesses success, and a digital workplace is key to ensuring your people can be effective wherever and whenever needed It’s no surprise then that your customers expect you to help them improve business outcomes through Digital Transformation.
However you decide to build your proposition, you need to factor in the communication challenges your customers face within their workplace, and the experience they provide to their own customers. This article considers the range of challenges facing your customers that you need to be aware of.
In the Digital Workplace
- Multiple communications, collaborations, solutions, and platforms create cost and complexity for both IT and users.
- Improve productivity through better team collaboration – potentially across multiple disparate and unconnected platforms.
- End–user demands for collaboration tools resulting in high risk shadow IT. What began with BYOD has escalated through individual collaboration platforms and independent communication streams.
- Cost control on travel and real estate, which is particularly acute in more established organisations with vested interests, competing technology platforms, and disparate levels of employee adoption.
- Companies needing to attract and retain talent with flexible working offers.
- How to effectively support and encourage your customer’s organisation along their essential Digital Transformation journey.
In Customer Experience
- A silo’d approach to managing individual digital channels and voice. Customers need to drive down costs through effective implementation of channel switching whilst maintaining or improving CSAT and NPS.
- Low CSAT and loyalty is a key challenge. Customer Experience technology adoption and usage should drive differentiation, personalisation, and brand enhancement.
- A fragmented view of the customer, i.e. recording multiple unconnected revenue streams and a lack of reference between customer communications and experience.
- Poor operational performance, which can be avoided with effective deployment of Customer Experience technology that should enhance the customer journey. Reducing costs can be achieved without compromising service.
- Customers facing low employee satisfaction and high attrition rates. Analysis and understanding of employee experience will impact customer experience even more than technology decisions. For instance, giving agents more time to deal with complex or emotional conversations in an appropriate, informed, and personalised manner.
- The Inability to meet the demands of the ‘mobile first’ customer. Agents should have a single view of the customer journey, and customers should have the option to automatically self-serve using effective AI.
Addressing customer needs, especially with such a complex list of challenges, can become costly as you try to understand all aspects of their business. As a services provider you also need to effectively use technology to reduce the human cost of engaging and understanding your customers.
This can be achieved through a combination of automated remote monitoring, audits, and discovery tools – a mix that Maintel refer to as Insight Services. The output of such a combination is reporting on customer estates, weaknesses, requirements, issues, and challenges – delivered to you as a list of opportunities. Insight Services is effectively the digital transformation of opportunity generation.