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Olive Blog and News

31 July 2017

Posted by Craig Robinson

What are 2017's Technology Trends and how is this influencing Business?

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At our World Cloud event in March this year, we invited a guest speaker, and industry consultant, Craig Robinson, from StableLogic to talk about the business challenges our customers are facing and how this is starting to reflect in their IT strategy.

  1. Craig described some really interesting technology developments happening right now in 2017.  So with that, he picked key areas of very real, practical, deliverable technology that can result in business change. So no toys just because they are fun.

    1. Rapid technology change

    We are absolutely on the edge of a transformational change. If you look at the big transformation of the internet, we are now on the edge of a another similar quantum leap in technical change. You see this every time you pick up a paper and see the connected car, the self-driving vehicles, predictive healthcare, drones and all kinds of technologies.

    Rapid change like this creates business challenges as well.  How do you keep up, how do you avoid being over taken by the competition?

    1. Globalisation

    The world is becoming a smaller place from a business point of view. That creates really significant threats as well as opportunity. London taxi drivers 5 years ago would never have believed that they could be potentially upstaged by a start-up out of San Francisco, but that’s practically what’s happening. The world is certainly getting smaller, but that also creates lots of opportunity.  

     3. Customer Expectations

    Customer expectations are increasing at an utterly phenomenal rate. There are still  organisations who say “our contact centre is Monday – Friday 9-5” and those who advertise service levels of 5 days response.

    WHAT?

    We can all place an order on our phone for a product from Amazon and it will in the building within 2 hours, not just occasionally but every time. The idea that someone would get back to an email in 5 days is outdated. Organisations cannot expect to deliver good customer service on that basis. 

    1. Political environment

    Brexit, multiple elections, the risk of terrorism are all creating uncertainty.

    This political nervousness translates at board level into how much and when to invest, where do we move, which countries to go into, and so on.

    1. Innovation

    These days being successful is no longer linked only to spending on R&D.  Innovation isn’t just about getting better at what you do, it is about being innovative in all aspects of your market.

    These are some of the challenges that businesses are facing today. The solution is you just have to try and deliver. Firstly, transform customer service. Customer service needs to be 24x7 for every organisation, IT helpdesk needs to be 24x7, facilities team need to be 24x7.  Then we must radically improve productivity, whilst not increasing our cost base, across every aspect of the business.

    1. Collaboration

    So how do you create new products and services quickly, how do your team create and combine ideas with reality?

    Innovation comes from creative people working together building on each others ideas. Often people with different backgrounds, on a multi-national basis, with complementary skill-sets will need to come together, and share, so giving these teams access to tools and facilities to create is essential.

    For more information on anything you have read here, transformation or innovation you can contact Olive or Craig Robinson here.stablelogic.png

    info@olive.co.uk or craig.robinson@stablelogic.com

Topics: Customer Service, Contact Centres, operational efficiency, chat bots, Blog, cloud contact centre, automation, political uncertainty, customer expectations, rapid change

Blog Author

Craig Robinson

Craig Robinson’s role as a Director at StableLogic covers all aspects of voice and data communications including LAN, WAN, VoIP, Mobility, Unified Communications and associated applications such as Contact Centres. Craig has worked on some of the largest communications projects in the UK in recent years and leads major multinational projects. Craig’s role at StableLogic is to deliver impartial and independent advice to a diverse range of clients from the UK public sector to major multinationals. Recent client projects which Craig has led include a global contact centre, multinational cloud telephony services and the consolidation of many suppliers into one, for a major global healthcare organisation.