Your Digital Transformation journey is just beginning.
Only 19% of the companies we surveyed described their Digital Transformation initiatives as "extremely successful".
These companies believe they are currently taking advantage of Digital Transformation to truly disrupt their markets.
Primary drivers of Digital Transformation
Most companies prioritise employee productivity and efficiency as their primary Digital Transformation driver, with customer experience (CX) a close second.
Overall Sample
By Revenue Growth
Business communications is at the heart of improving employee productivity and customer experience. And it should be a critical element in your Digital Transformation journey.
Why?
Communications technology is driving the digital workplace by:
Connecting an increasingly mobile and digital workforce to each other and your customers
Enabling a personalised, proactive, and connected customer experience
Integrating and transforming business processes to deliver better business results and growth
Western European Mobile Worker Forecast, 2017 - 2022
Communications is an enabler of workplace transformation. Other technologies may be the transformation drivers, but communications will provide the essential connecting link to humans.
Business communications:
At the heart of digital transformation
Here are 5 enablers that can help you put communications capabilities at the heart of your digital transformation:
-
Make Communications a Strategic Priority
-
Embed Communications into Processes
-
Integrate Communications Across the Customer Journey
-
Keep the Human Touch in Digital Communications
-
Adopt Channel-agnostic Communications
Make Communications a Strategic Priority
Treat your communications capability as a critical investment in your digital transformation, not an expense.
Biggest impact of low/sub optimal use of communication tools
56% increased costs
55% reduced agility and flexibility
Top 3 barriers to adopting unified communications
- #1 Cost
- #2 End user skills
- #3 Consumer workarounds used instead
Essential Guidance
Accelerate the adoption of new communications technology in your business
- Treat your communications technology as an investment that improves business performance and results.
- Use the right communications tools to ensure seamless, context rich, omni-channel communications between all stakeholders.
- Implement training programs to enable effective, consistent use of these tools, and secure company-wide adoption.
Case Study
Read how Avaya helped Telecom Serbia.
Embed Communications into Processes
Be proactive, be intuitive. Address your customers' needs before they even ask. Pick up the pace by embedding communications into business processes.
91%
of companies feel that embedding communications into processes and applications is important
Top 3 reasons to embed communications into business processes and applications
Essential Guidance
Embed communications directly into your business processes
- Reduce the effects of human latency on the customer experience
- Be proactive to get ahead of customers
- Integrate workflows and reduce organisation silos
Case Study
Read how Avaya helped 112 / eCall.
Integrate Communications Across the Customer Journey
Integrate service delivery and back office processes and applications into the customer journey to enhance the experience.
Top 3 drivers when selecting a company to do business with
Essential Guidance
Deliver an exceptional experience throughout the customer journey and keep them coming back to your business
- Don’t think of your communications technology in silos; one set of tools for customers and another for employees
- Instead communication and collaboration tools for the back-office should be integrated to, and aligned with, the customer journey to deliver the best results
- Remember, the customer experience may only be as good as the back-office delivery
Case Study
Read how Avaya can help integrate the back office in the customer journey
Keep the Human Touch in Digital Communications
Keep the human touch in your business. Because there are times when your customers want it.
Automated digital services are essential, but sometimes consumers prefer human assistance particularly for complex or emotional interactions. For example:
However, more than 1/3 of companies find it difficult to blend human and digital interactions.
And
>25%
of consumers feel that it takes too long for them to reach the right person when dealing with a company.
Essential Guidance
Enable more effective hybrid customer journeys that combine digital and human interactions
- Your customers want to using digital technology in the customer service experience
- However, you need to balance digital interactions with seamless access to a live specialist should they need it.
- Use digital capabilities like AI and analytics to complement specialists' skills, knowledge, and access to information to resolve customer queries quickly and effectively.
Case Study
Read how Avaya helped Cara Jewellers.
Adopt Channel-agnostic Communications
Future proof your business with a channel-agnostic communications infrastructure.
There are many emerging technologies in the markets, and consumers are open to using them.
Essential Guidance
The customer experience landscape is evolving. Being able to adapt and respond quickly is now a strategic imperative.
- Consumers, for the most part, are highly receptive to new technologies
- With the pace of innovation and technology advancements, the next big communications channel could be just around the corner
- Adopt and integrate these new technologies quickly and seamlessly with a channel agnostic communication core
Case Study
Read how Avaya helped O-Bank.
Empower your organisation
Avaya is a global leader in delivering superior communications experiences.
With our complete portfolio of communications solutions, you get the communications enablement your business needs.
