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.
Embarking on a digital transformation project can be exciting for many organisations – especially when customers, prospects, employees, and wider stakeholders feel the changes in a positive way. However, if the motivation to undergo a programme is purely for vanity or because a competitor is doing the same thing, it’s likely to fall flat.
That’s because innovation isn’t simply a case of rolling out a new product or service without substance or thought. Instead it’s about adding value, as our head of transformation, Carol McGrotty, recently discussed with Top Business Tech magazine…
The term ‘digital transformation’ is nothing new in the business world, and yet there are still misconceptions about what it truly means. Today, colleagues will be sat in their respective boardrooms thinking of ways to ‘freshen things up’ which is an exciting prospect in many instances – as long as they’re doing it for the right reasons.
Yes, organisations must continuously reinvent themselves to remain relevant. However, the answer isn’t always to roll out a transformation project without a plan, objectives or KPIs. Companies that do go down this route will often see their poorly executed project come up against various hurdles which could potentially result in damaging brand loyalty.
Transformation should therefore centre on driving business growth, streamlining operations or inspiring innovation. It must be delivered on the back of an effective solution that fixes a problem that individuals have been experiencing – whether customers, employees, or wider stakeholders.
And the truth is, while the end goal is vital when determining how a project has fared, the most important stage often revolves around the question of, ‘how does this plan add value?’ To get to this point, there are even more queries to consider, such as:
Digital transformation doesn’t have to bust the business budget
Another misconception is the belief that to embark on a transformative program, an organisation must have a bulging bank balance. However, the good news is that to evolve processes or streamline operations, it doesn’t necessarily have to cost the earth or be a hugely revolutionary change.
For example, it could be a simple case of focusing on marginal gains – such as some simple robotic process automation – to empower a better outcome. And the work involved? Minor tweaks, but ones which will ultimately make a huge difference. Many organisations forget too that there is the option of rolling out a pilot scheme to understand reaction and provide another way to respond to feedback – both good and bad – without breaking the bank.
Empower employees to challenge the status quo
Additionally, these types of projects don’t always have to fall to the C-suite or a senior level employee with ‘technology’ in their job title. Typically, the individuals who are most passionate about the initial idea can often be the best people for the job because they believe in it, and can visualise how to bring it to fruition.
In this instance, colleagues with curiosity are critical because they are not afraid to question ‘how things have always been done’ – as long as they can provide a viable solution to make things smoother, swifter, and slicker.
Creating an environment where every individual’s voice is heard – and which embraces innovation – is more likely to inspire ‘lightbulb’ moments from various members of the team, and hopefully provide the innovation that’s required to help reinvent the company’s offering based on substance and value.
Not every project will go smoothly
Finally, an important point to stress is that there are likely to be bumps in the road during any transformation project. Therefore, it’s vital all scenarios are prepared for well in advance, and employees know the role they play – whether faced with Plan A, B or C. Responding positively to hurdles, even when they may appear difficult at first, can be the difference between a programme stalling or flourishing despite those initial setbacks.
Overall, a transformation project must add value. The idea in the first place should be less about vanity and more about a need that has presented itself – whether based on customer feedback or an employee simply asking the question ‘why do it like that when this way is quicker, slicker or smarter?’
Superficial plans that are created purely to go head-to-head with a competitor may still gain some traction and attract customers and prospects. However, if an organisation wants to transform an existing product, service, process or operation to generate brand loyalty, develop company culture and result in a positive bottom line impact in the longer term, a project of this type should always come back to value.