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  • Conclusion: Many IT organisations have adopted business transformation1 strategies to help their businesses increase revenue. However, while digital transformation has succeeded in making the communication with the enterprise more convenient (e. g. mobile applications), it has been difficult to substantiate digital transformation

    ...
  • Conclusion:The release of Amazon’s Echo in 2014 heralded the first of a series of “ambient” technologies1. These new devices are unobtrusive, multiple purpose and capable of responding to conversational input through integration with virtual digital assistants (VDAs) such as Amazon’s Alexa.

    A key enabler of these platforms

    ...
  • Conclusion:The future of customer service will rely heavily on automating assistance with targeted empathy1.

    Expect virtual digital assistants to heavily reduce the need for contact centre services and become the preferred choice as a CX channel.

    Amazon’s $100 million investment...

  • Conclusion: Abbreviated trialling of RPA platforms is shaping up as a relatively low risk, low cost approach to exploring the use of robotics to aid business process rather than lengthy technical evaluations.

    However, business process re-engineering experience shows that just automating existing business processes without addressing inherent inefficiencies and adding

    ...
  • Conclusion: Abbreviated trialling of RPA platforms is shaping up as a relatively low risk, low cost approach to exploring the use of robotics to aid business process rather than lengthy technical evaluations.

    However, business process re-engineering experience shows that just automating existing business processes without addressing inherent inefficiencies and adding

    ...
  • Conclusion: As the nature of work is becoming less routine and linear, the most effective collaboration solutions are supporting the ways that teams and individuals want to work.

    At the same time, customer service techniques are changing to appeal to individuals in the ways that they like to be treated.

    Developments in business work flow and customer service

    ...
  • Conclusion: The drive for digital disruption has forced many organisations to implement contact centres’ online chat facilities (or equivalent). The rationale is to instantly connect customers with service experts and to resolve inquiries at the first contact whenever possible. While customers enjoy the ability to initiate a chat anytime and from any device, the ability of

    ...
  • Conclusion: Microsoft is completing a unified communications and collaboration (UCC) product suite development journey begun more than a decade ago as it finally offers missing critical components with Cloud-delivered telephony. In doing so it risks alienating its current UCC partners (especially those in telephony).

    UCC strategy, planning and deployment

    ...
  • Conclusion: consumers are de facto demanding Omni-channel customer service in digital commerce for its single consistent positive experience but Omni-channel service is only an aspiration for most businesses today.

    • Viable Omni-channel technology and IT architectures exist and are rapidly emerging but insensitive, unknowing business management
    ...

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