I was eager to share observations in advance of October’s Digital Transformation EXPO Europe 2019 about technology and how it has revolutionized the way people and companies operate.
It is an understatement to say technology has transformed the world as we know it. Smart organizations remain curious about finding new ways to leverage technology to drive results both internally and externally.
These technological-driven changes have significantly altered perceptions and expectations of both the “work experience” and the “customer experience.” This evolution has brought us to the cusp of new experiences supported by new and emerging technologies. With this shift, organizations must contemplate what technologies will have the most significant impact on both their businesses and their teams. Then, they must determine how to use these technologies to elevate enterprise communication effectively and drive results.
The emergence of the mobile workforce has required organizations to revisit their structures and implement new systems. These systems must support working anytime and from anywhere as mobile working is more the norm than the exception. And employees need to collaborate with their teams no matter where they are.
Concurrently, advanced solutions, such as artificial intelligence (AI), machine learning, mobile interactions and live streaming, are helping to elevate communication and digital interactions to be more intelligent, seamless and even more human. This is particularly important for customer-facing implementations. Customers want communication to be immediate and contextual. They will judge businesses on their inability to meet this golden rule.
Technology is no longer a buzzword: By tapping into the latest technology, organizations can more efficiently and more confidently navigate the ever-expanding number of digital channels and touch points while creating contextual and enjoyable experiences for everyone.
Article submitted by Mark Robert, PGi’s CMO.
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