How often do you think long and hard about your security set-up? If you’re like most SMEs, then the answer is probably not often enough. After all, why should you? With many of your services hosted in the cloud, you can trust your providers to keep your sensitive data secure, right?
But as the significant number of large data breaches over the last few years show, everyone is at risk. From Sony to Tesco Bank and
Customers expect lightning-fast responses to their queries when contacting businesses. If they don’t get that, they’ll take their business elsewhere. And before they do, they’ll also probably vent their frustration on social media. Indeed recent research by Interactive Intelligence Group Inc. finds that 79% of UK consumers will move to a different retailer if they don’t receive a timely response, and 54% would share negative feedback online or on social media.
Essentially, a molehill can soon
The government finally laid out its vision for public sector digital transformation in February. Yet publishing a technology infrastructure wish-list online and actually delivering it are two different things. We’ve already shown here on the blog that voice is still crucial; that peaks in demand can cause headaches for legacy systems; and that unscheduled downtime needs a good disaster recovery plan.
But there’s a host of further challenges that face the public sector when it comes
Your brain receives and processes information within 50 milliseconds of hearing a human voice – up to 20 times faster than it computes through sight. In those initial moments, it actively scans for, and locks on to, emotional substrates. In short? Humans are continually seeking out genuine connections. Voice is still king.
Digital transformation, meanwhile, focuses on convenience: live chat, instant messaging… the omni-channel experience. A recent study from Accenture revealed 41% of customers actually want
In every conceivable industry, digital transformation is vital. It puts the customer experience at the heart of business, improves the functionality of the systems that each department depends on, and future-proofs technology, either through migration or maintenance.
However, digital transformation involves investment. And there’s a hierarchy of need that differs by sector. To realise the benefits of transformation – which can be anything from faster time to market for new products, to becoming 26% more profitable
The views in these articles are the personal views of the author and are not necessarily endorsed by Gamma.