The ongoing digital revolution and the remarkable rise of the commercial internet have transformed traditional business models and empowered customers. Today, they can browse product and service options on the go (mobile search), engage with a live agent (chat/video), resolve issues through self-service (i.e., chatbots), collaborate with peers to review options (social), negotiate and make purchases (e-commerce/m-commerce), and have items delivered directly to their doorstep.
While enterprises have enthusiastically adopted Digital 1.0 (online, mobile, and social) and asset-light (cloudenabled) services, the next frontier is Digital 2.0. This is where contextual, intuitive, and experiential engagement occurs across various customer touchpoints.
We predict that by 2020, Digital 2.0 technologies, including machine learning, artificial intelligence, biometrics, and robotic automation will further augment Contact Center 3.0 with innovative, personalized solutions. Enterprises that are flexible and that openly embrace this model will emerge as masters of the customer experience (CX). But to get there, consumer-facing companies must become well versed in the three megatrends of Digital transformation 2.0: System convergence, Self-service, and Zero-UI.
This white paper explores each of these megatrends in detail, with recommendations on how consumer-facing enterprises can create and enact strategies that will differentiate them.
Whether it’s migrating the entire core infrastructure to one or more cloud service providers, aka hyperscalers, or just simplifying a handful of processes using Software as a Service (SaaS) tools, the cloud represents the digital future. The pandemic has accelerated the ongoing cloud adoption and during 2021, 51% of Nordic organizations are predicted to reach IDC’s highest level of cloud maturity.
Adopting a microservices architecture style? Learn how to avoid implementation challenges and even failures in this whitepaper.
To get ahead in the industrial space amid the prolonged pandemic, manufacturers must embrace holistic agility and resilience, and democratize access to applications and data. This whitepaper provides a roadmap ahead.
Covid-19 served as a wake-up call to manufacturers – one that has accelerated the need for digitalization. To find out what technology investments will propel manufacturers forward, we conducted ESI ThoughtLab. Learn more in our e-Book.
Artificial intelligence is a broad field that holds a great potential. It already impacts how businesses operate across industries. In this guide, we put AI in a Nordic context on basis of 975 leaders’ AI insights.
Global businesses are experiencing major disruptions driven by digitalization, and the HR departments are at the front line. What will HR of the future look like? Will operational tasks to be taken over by robots? How can outsourcing of HR processes empower a more strategic approach? Download our whitepaper with a focus on HR in the Nordics.
Responding to changing customer expectations, higher operating costs, new technology and an evolving regulatory landscape, Financial Services organisations now also face the uniquely challenging environment created by COVID-19.
Digitalization, upstart competitors, the need for breakneck speed and agility, and an increasingly diverse and demanding workforce require more from leaders than what most can offer. Check out our new survey with 4,394 global leaders.
