If you know anything at all about tech, it’s that the last two years have thrown organisations of all shapes, sizes, and sectors head-first into the digital realm.
But just as much as state-of-the-art products and solutions have the power to revolutionise business, people are equally a key driver of innovation – not least when they’re industry-renowned professionals with bags full of experience and expertise.
Didn’t catch the commentary from our hand-selected panel of VIPs at our intimate event last week? Don’t fear. We’ve curated a list of the key takeaways that every successful leader should know as they continue to augment their own digital transformation strategy in 2022 – and beyond.
So sit tight, and delve in…
1. Don’t underestimate conversation around the 4th industrial revolution – it’s here
And our clients think of Vapour as the plumbing to the Internet and other applications. It just works.
2. By 2025, 27% of the global workforce will be Gen Zs
Not only are they an important talent pool in this industry – having grown up without a recollection of life with no internet – they’re also the future of every organisation.
With that in mind, do you understand what your employees need and want from the workplace, especially when it comes to the expectations they have on technology?
3. Intelligent automation is a key driver of innovation
As well as saving time, money, and headaches dealing with the ‘dumb stuff’ – much like RPA – intelligent automation on the other hand can also ingest, interpret, and think about data, work harder, and enhance the roles of people even further.
4. Automation can work 24/7/365
Not only this, but it’s also able to work three times faster than human processing and with 100% accuracy, plus infinite scalability.
Repetitive tasks are often one of the biggest causes of job dissatisfaction and wasted time, and according to Rob Dawson – principle consultant at Robiquity and one of the speakers at our event – clients save an average of 27,000 hours per year using their intelligent automation services!
5. McKinsey data states that IT budgets typically go over by an average of 45%!
That’s why it’s crucial to look for a partner that is vender agnostic, and will implement the solution that’s right for your needs – not the one they’re paid to implement.
Ask questions specific to your own IT scenario too, to validate their experience. Rob’s advice on this topic was to ensure the discovery stage of a project is thorough, to ensure true RPA readiness, and to ask for a partner’s typical speed to value time – 5 weeks should be feasible, on average (depending on the nature of the project of course!).
6. Many VoIP providers only work with 1-2 carriers
This means their disaster recovery lacks vital resilience.
On the other hand, Wavenet – one of the partners to feature on the event line-up – works with multiple carriers. This vastly mitigates the risk of any comms disruption for that client. If the connection goes down unexpectedly, the traffic simply flips to another in milliseconds.
Is it any wonder over a 12-month period, a busy 300-seat customer of Vapour’s had ZERO faults with Wavenet’s TeamsLink system?
7. Worldwide IT spending to grow 3% this year
Despite economic headwinds, IT decision makers are spending more on cloud services and the data centre.
And with inflationary pressures top-of-mind creating a degree of uncertainty, already high prices could rise even further. With that in mind, it’s no surprise enterprises are making a switch from ownership-based IT models to service-bases ones.
8. Tech adoption has risen exponentially – but there’s a renewed focus on people, and therefore employee wellbeing too, particularly in contact centre environments
Puzzel’s partner success manager, Alison Hogg, suggests that customer tolerance for slow service has diminished, and there’s an increasing demand to use whichever channel they want, when they want – with an unparalleled new focus on receiving a seamless, connected customer experience. So, Alison encouraged us to think about what that means for brands and how they respond.
It’s also important to remember that comms channel silos means team silos, which usually a bad user experience, as well as inefficient workloads as tasks require duplication.
9. Puzzel helps you serve micro-moments that drive engagement
With intelligent self-service for consumers, a seamless user experience for customers and agents, and automated scheduling that ensures you are always effectively staffed, the platform’s digital-first approach speeds up first contact resolutions to help improve customer satisfaction and brand loyalty.
And if a customer wants to speak to a real person, chatbots can recognise this too! With a request for intervention and a full chat history, agents can easily pick up a customer conversation to enhance the overall service level.
10. Businesses will increasingly demand network connectivity via ground and air
The world of 5G is expanding at pace, fuelling pacy innovation for organisations reliant on smart devices and IoT, and providing ever-changing businesses with a quick and easy way to get connected – rapid deployment with a fixed cost, particularly great for firms with satellite/pop-up sites.
Still hungry for more insight? Download the full speaker presentations from the innovation forum, for free.
To discuss any of these topics in further detail, please contact Vapour on 0333 200 1142 or fill out our contact form.
It’s no secret that the global tech sector is advancing at an astonishingly rapid pace – not least in relation to the now integral role of digital transformation in spearheading growth and success. But no matter the size or scope or your organisation – or how sophisticated your innovation strategy is – the only way to drive significant change is to leverage the power of people.
So, to champion some of the industry’ finest talent, and gain some insight into the minds of individuals from across the tech space, we’re inviting friends and partners of the business to take part in our quickfire Q&A.
Up next, it’s Craig Webster – contracts manager at award-winning IT service provider, Mint Support. Take it away, Craig…
Tell us about your role at Mint Support and the part you play in the tech sector.
As contracts manager, I’m responsible for maintaining and developing relationships with our new and existing customers – I’m always on the lookout for improvements in both service and delivery. Mint provides managed support services, primarily for the education sector, but also for businesses too.
What innovation was the turning point for your organisation, to get it to where you are now?
IT is continually developing, so keeping abreast of developments and being able to support customers through these changes is key. You could say that the PC and internet were the innovations that allowed us to ‘exist’, and their continuous developments mean we are always working alongside new technology.
And where’s next for your business?
We’re migrating into communication technology and making the most of remote tools to deliver services to customers further afield.
The biggest misconception faced by the tech sector is…
That technology will solve everything.
What do you think will be the biggest tech trend over the next 12 months?
Further development in AI and automation – that is definitely a trend I expect to see grow. I also think that we will see much more focus on sustainability and greener solutions within the tech space over the coming months.
What top tip would you give to an individual trying to excel their tech career?
Remember that technology is there to make life better for the end user. At the end of the day, you’re dealing with people.
The next purchase on my personal tech wishlist is…?
I’d love a drone – using that technology to capture creative video and photography appeals to me.
What is one longstanding piece of tech that you are shocked is still used today?
The vinyl record – but I’m glad it still exists.
If you are without the internet for an hour, what would be the first activity you resort to, to pass the time?
I’m a simple guy who remembers a time before the internet, so I can think of plenty of things. For me, I enjoy getting out of the house for a long walk and spending time with my family and friends. I think that sometimes, even if the internet is working fine, we should switch off, as it is easy to get distracted.