I participated in a panel event today hosted by the Public Sector Network (PSN) focused on Financial Analytics. As you probably know, panel events flow fast (by design!) and as panellists we don’t always get a chance to give a detailed answer, I thought it might be beneficial to share my perspective on the queries…
According to the recent Harvey Nash/ KPMG CIO Survey 2020, almost half of all respondents have said that digital transformation has permanently accelerated, and that Customer Experience and Automation are amongst the top 4 priorities when considering adoption or acceleration of technologies and programs. While PWC and others feel that 45% of all tasks completed…
At least COVID 19 has given many of us, either desired or enforced, the opportunity to reflect a little more. Perhaps it is the saved commute time or a more relaxed home environment. It has led me to ponder that given the actual and anticipated rapid growth in technologies in the workplace such as Artificial…
In this whitepaper from Forrester, Robotic Process Automation (RPA) is shown to improve the customer experience, and there is a clear path to doing so. When any technology or tool is used correctly, that is, operationalised well, it can produce significant improvements to how customer service agents deliver service. What we have seen is robotic…
So, what’s on trend right now? There is a new measure in town, ROX – Return on Experience. It is a hybrid metric that captures the ROI of the existing measurements of CX Customer Experience and Employ Experience, (EX). It is now finding its way to board tables and government. It may be new in…
Customer Experience
Digital
People and Business
Technology
