Chris Ducker, Senior Director of global proposition strategy at Sungard Availability Services discusses the skills challenges business...
Look for the bare necessities,
The simple bare necessities,
Forget about your worries and your strife
— The Jungle Book, 1967, Lyrics by Terry Gilkyson
Forget about Brexit, and economic uncertainty. Forget about cloud computing, and the software-defined data centre. Forget about the competition. When you drill down into the most important factors in running a business, what is really at the heart of it? In a word, customers.
Show me a successful business and I’ll show you an organisation that has not only identified a need in the market, but has found a way to deliver the product or service in way that fulfils this need conveniently. Customers are crucial, and if you don’t have them then all the other worries about your business quickly become obsolete, no matter whether you are an online retailer or an investment banking firm.
And today, successfully engaging with customers almost always means being digital. Whether it’s via an online shopfront, or through a mobile application, or in the context of a a B2C or B2B marketplace, customers expect 24/7 access to whatever it is you have to offer. Becoming ‘digital’ is a priority when it comes to customer engagement: our research found that nearly half (51%) of IT decision makers (ITDMs) felt that digital success would mean improved customer service and faster response times.
Often falling to the IT department to deliver, many CIOs have found that the road to a digital-first market strategy is less a walk in the park, than a hike through the wilderness. Worryingly, we also discovered that 39% of employees felt that their organisation’s digital transformation was too slow.
“Looking after customers is a necessity, and the fact that so many IT departments (51%) equate ‘digital success’ with improved customer service and faster response times shows the importance of investing in a digital approach.”
Giving employees the latest digital tools is a crucial starting point– with 39% stating that it would enable them to communicate more easily with customers.
Ultimately, having the right digital capabilities is a critical part of keeping the customer satisfied and a bare necessity when ensuring the success and survival of your organisation. But the rise of digital tools and working is now clearly going far beyond just impacting your external customers, but your internal customers – employees, if you prefer – too!
Stay tuned for further blog insights on how digital working can also have an impact on employee retention, cyber security and availability. We’ll have plenty of expert views and best practice examples on how you can ensure your IT strategy is able to focus on meeting all of these needs.
In the meantime, and for more information, check out www.tamethebear.com.