Sunday, 22 October 2017

How to get Human element in Digital Transformation?

Digital transformation is no longer a buzzword. No industry is left behind. 

We’re currently in a new wave of digital transformation with new technologies, processes, business models and opportunities popping up in the market faster than we can blink & think.

All the companies are using big data, machine learning, cloud, smart devices and Internet of Things to achieve digital. But these are just means or vehicle to achieve it whereas you need a human to drive it.

It is easy to get wrapped by technology but without considering human element the transformation process will fail.

CEOs are taking a digital-first approach to change the culture of organizations. This shift starts at the top and requires complete employee buy-in to achieve success.

Digital transformation can’t thrive unless your organization has a culture that’s willing and able to embrace it. Organization-wide adoption requires teams to change their attitude, automate the processes, shift their thinking and reject the status quo.

People are engaged by people. Productive and satisfied employees who like their work, go out of the way to satisfy customers. 

How to get this human element on your side in Digital Transformation?

·        Know your customers – customers are not just records but they are also humans, know their behaviors, their motivations, what they like, dislike and their desires
·        Engage with employees – elaborate on what is in it for me, people need to know what is the change and how it will benefit them
·        Focus on human collaboration, learning, and innovation for digital which yields better ideas, better results

Digitization is by no means de-humanization. It is 20% technology but 80% human touch. Without a strong involvement and without taking the human element into account on all levels, digital projects are going to fail.


The best results will occur when technology and humans collaborate to create an entire ecosystem, which technology alone cannot achieve.

Sunday, 15 October 2017

Digital in the Age of Customer !!

Today’s customers are like a King. They are in the driver’s seat, with the power of the internet and social media tools creating tons of information. With the strong influence of smartphones, all the information is at their fingertips.

We are living in interesting times of Industry 4.0. Consumers are now on the cusp of a hyper-personalized era with fundamental changes in terms of choice, consumption, ownership and overall experience of products and services.

This is called “Age of the Customer”.

Digital technologies and customer focus are going hand-in-hand.  New channels, new devices, new service providers have changed our lives.

Look around and you’ll see that digital transformation is so omnipresent that it has touched nearly every industry.

Gone are the days of the 90s, when we used to rewind tapes before returning them to Blockbuster, as they have been replaced by Netflix, iPod, Spotify and their online streaming platform.

As Steve Jobs once said – You have got to start with Customer experience and work backward to the technology. He created a product like iPhone that evoked the needs & wants of the target market. Blackberry was the leader then with QWERTY keyboard. Nobody knew we will need a touchscreen phone until he made us realize what we are deprived of.

Every business began before the Internet, now faces the same challenge, how to transform to compete in a digital economy?

Creating customer value and building long-term relationships are even more challenging in a digital world as customers are well-informed, expect more, trust their friends, have millions of choices and more important have a voice which can be heard by mass.

Your understanding of your customers' context will make, or break, your ability to succeed at a customer's moment of need. Thankfully, your customers now create and leave behind digital footprints through their activity across all their touchpoints, such as websites, mobile apps, store visits, and phone calls.

All the successful digital firms like Nestle, Starbucks, Walmart, Coca-Cola, and Walgreens use this data to respond, based on context and develop deeper insights about their customers by applying analytics.

Here are top 4 ways to businesses are improving the customer experience:

1.  Hyper-personalization – make them feel unique, focus on each individual journey
2.  Seize the moment of truth – act in real time to impact each and every interaction with customer
3.  Empower employees – get your employees in the game so they can go extra mile to drive customer behavior
4.  Continuous improvement – get all the departments to pass the customer information while interacting with customer

Amazon, Nike, Zappos, Apple, Starbucks and Walt Disney are the top brands, based on the customer experience they are providing in this age of the customer.

Sunday, 8 October 2017

How Robotic Process Automation helping Digital Age

Digital has brought in so many technological advances to this age and one of them is Robotic Process Automation (RPA).

A simple definition of RPA is, automation of business processes across the enterprise using software robots. Any repetitive task which requires some decision making is an ideal candidate for RPA. Automation has become an integral part of Digital Transformation. Implementing these software robots to perform routine business processes and eliminate inefficiencies is the key for business leaders.

Today’s organizations often need to execute millions of repetitive and time-intensive business processes each day. Using RPA they can automate administrative functions such as customer address changes, registrations and other high-volume tasks and transactions. This helps avoids human errors & also allows employees to spend more time & focus on customer-related functions for better customer experience.

RPA is well suited for processes that are clearly defined, repeatable and rules-based. Any company that uses workforce on a large scale for general knowledge process work, where people are performing high-volume, high transactional process functions, will boost their capabilities and save money and time with RPA software.

Process automation can expedite back-office tasks in finance, procurement, supply chain management, accounting, customer service and human resources, including data entry, purchase order issuing, a creation of online access credentials.

By adding the cognitive computing power of Natural language processing, speech recognition, and machine learning, businesses can achieve high-end tasks which require human interventions.

Automation of front-end operations typically involves chatbots or conversational agents. RPA can provide answers to employees or customers in natural language rather than in software code. This can help to conserve resources for large call centers and for customer interaction centers.

As RPA brings more technologically-advanced solutions to businesses around the world, they bring a multitude of benefits as below.

·       Increased Speed: routine tasks are carried out swiftly by RPA without any intervention, thereby faster time to resolution
·       Reduced labor costs due to software robots than humans
·       Enhanced employee experience: since repetitive tasks as taken care by RPA, employees can spend quality time for strategic work and enjoy their work life
·       Higher quality: better consistency & accuracy due to minimized variations and better customer service
·       Enhanced insights: by automating the data collected and applying Big Data analytics for improved efficiency
·       Scalability: robotic workforce can be scaled to any level required

BPO industry is the most benefited sector due to RPA. Insurance, Banking industries use RPA for KYC, claims processing, policy admin, statement reconciliation, credit card application processing etc.

Automation Anywhere, Blue Prism, UiPath & Verint are some of the few top vendors in the market today.


Be ready for RPA storm coming in near future with the addition of artificial intelligence capabilities. 

LinkWithin

Related Posts Plugin for WordPress, Blogger...