10 questions every leader needs to ask about mobility and the cloud
10 questions every leader needs to ask about mobility and the cloud
Large enterprises are now making the move to cloud based collaboration. And the reasons why are becoming clear.
When a colleague says they’re “working from home”, what’s the first thing that comes to mind? Am I being unfair in assuming that many of us are guilty – at some stage in the past at least – of reaching the conclusion that this colleague may not actually be working?
With 70 per cent of malware seen this year being unique to each organisation, the cyber threats are real. CISOs are finding it difficult to get ahead of the growing threat landscape, the attacks are becoming more sophisticated.
Simply put, productivity matters. It matters to governments, to industry, to families and individuals. For something so important, it’s alarming to see how it’s fallen across developed economies since the financial crisis over a decade ago.
People are increasingly using smartphones, laptops, tablets and wearables to work flexibly.
We’ve been impressed with the way the various digital data gatherers have mobilised their responses to the GDPR (General Data Protection Regulation). Inboxes have been flooded with requests to stay opted-in, to update privacy policies or to urgently check your account details.
As part of the BT Young Scientist and Technology Exhibition, we held our seventh annual lunch with the Customer Contact Management Association (CCMA). With an impressive line-up of speakers, senior figures from across the customer service industry descended on the RDS for another intriguing event.
Successfully implementing artificial intelligence in organisations will help people in their jobs, rather than replace them.
It can be difficult to get creative at work. Most jobs have aspects that are dull, monotonous and routine. The need to keep doing the same thing, over and over again can drive down motivation and destroy creativity. So what if there was a way we could bring more meaning to our work?
Because technology is so ready available to mass markets, most of us use more advanced communication tools in our personal lives compared to at work.
For some organisations culture and technology has had a profound effect on the way people work. The hard fastened 9am – 5pm office hours have become somewhat blurred.
Hands up. Who’s muted the notifications of at least one or two threads on their WhatsApp? Our phones have been jumping out of our pockets as comments, pictures and videos fly in from friends and family
Safer, simpler interactions drive sales. Because of this, getting your security right is much more than just sticking to legal and regulatory requirements. Security is constantly on our customers’ minds. Even more so now, with the consistent and unavoidable role that technology and digital innovations play in our daily interactions.
The likes of YouTube, Instagram, Facebook and Snapchat tell us there must have been something in that. People are using infinitely more imagery now than they ever have – with the picture leading the message and text only in supporting commentary, if at all.
I’ve had two very good experiences with customer service recently. And to my surprise, they’ve both come from the financial services industry. What really impressed me most is that they were proactive. The banks contacted me about the problem.
How we treat other people, in both our professional and personal lives, will depend on circumstances and context. For example, if you were helping a friend with a job application, you might exchange emails to answer their questions or even have a short phone call.
We can’t overstate the impact social media’s had on consumer behaviour over the last decade. Consumers are using social media platforms to share ideas, research products and services, leave reviews, check reviews, consult friends, make enquiries and even rant about companies that don’t meet their expectations.
Back in the old days (about 20 years ago), the only way to contact a company in a hurry when you needed help, wanted to buy something, or just wanted to make a complaint was to reach for the phone and speak to an agent in a call centre
We’re all pretty familiar with Amazon’s Alexa and Apple’s Siri by now. So when you think of chatbots, think of the power of these two and you’ll begin to understand the role bots can play in customer service
Over the last 20 years, mass adoption of new technologies has transformed the way we go about our work. Laptops, tablets and smartphones are now the norm for most of us when completing our daily tasks
Do you know what security measures have been put in place by your employer for when you work on mobile devices?
We recently surveyed 5,000 business executives and 600 IT decision makers across 11 global markets. And the message they gave us couldn’t have been stronger. If organisations invest in better digital experiences, they’ll be rewarded with a huge boost in productivity.
The more informed we are, the better decisions we can make. It’s much easier to give people the right advice when we have all the right data to support their query. As the Internet of Things (IOT) reaches into more and more homes, it’s sending back a wealth of information in real time.
Technological innovations have created the ‘customer monster’. Through no fault of their own customers have been given a wealth of communication tools to choose from and with so many organisations vying for a competitive edge
Customers don’t always need the ‘wow’ factor. Despite this, some organisations are guilty of trying too hard when it comes to pleasing customers, they inadvertently make the journey more complicated than it needs to be.
Ireland’s unemployment rate peaked at 16 per cent during the recession, a bleak time that has seen the country spend the best part of a decade fighting its way back. But fight it has.
Migrating voice and collaboration tools to the cloud doesn’t have to mean you lose out on your existing infrastructure investments.
The use of the cloud, both public and private, has grown steadily across enterprise IT departments. As positive experiences grow, decision makers become more confident that the cloud is a viable alternative to their existing on-premises infrastructure
“It’s too big and it’s too complex!” That’s not an uncommon response in organisations when talking about the big, transformational projects to move communication and collaboration tools to the cloud.
The annual customer service event that BT hosts at the BT Young Scientist and Technology Exhibition is always guaranteed to show us how fast things change
There was a current affairs show on the other night – the panellists were talking about digital disruption – and someone claimed people were the real disruptors over the last 20 years or so, not digital technology.
Many of our customers are exploring Skype for Business as a potential solution for their unified communications. With its instant messaging, presence indication, voice calling, video calling, desktop sharing and conferencing capabilities it’s an attractive collaboration tool.
The current wave of technological innovation has many humans running for cover as we brace ourselves for the march of the machines. The emergence of artificial intelligence has left people asking, ‘are robots going to take our jobs?’
Nonsense. When it comes to communication and collaboration tools, it’s important to compare like with like when weighing up costs of on-premises versus cloud deployments. More often than not, this can be a difficult thing to do and organisations need help.
Aristotle once said, “the whole is greater than the sum of its parts”. And the ancient Greek philosopher’s words still ring true today as much as they did back then.
Our customers have an abundance of challenges facing their organisations, and everyone wants to overcome them while achieving more with less. Upping productivity and cutting costs are important for most and they might not be as difficult as you think.
Complex IT projects like changing communication and collaboration platforms can make business executives fear the worst, especially when it comes to disruption. So much so, it often stops the project from getting approved in the first place.
Digital Transformation is a phrase that’s hard to get away from. And if you’re not talking transformational projects it’s probably because you’re talking about GDPR (General Data Protection Regulation). But that’s it. We could summarise 2017 by these topics, and they go a long way to setting expectations for 2018. For such a wide reaching