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Business Transformation

Rapid Digital Transformation

M. Ali Nasim
.
May 18
.
4-5 mins

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

Introduction

In this episode of Engati CX, Luis Suarez joins us in a discussion on how the business scenario is changing due to rapid digital transformation.

Luis Suarez works at panagenda as a Digital Transformation and Data Analytics adviser.

A well seasoned Social, Open Business strategist and 2.0 practitioner with over 22 years of working experience on Knowledge Management, Collaboration, Learning, Online Communities and Social Networking for Business.

He is currently focusing on helping organizations make the most out of their own change initiatives and digital transformation programs through making sense of their own data analytics visualizations.

Interview with Luis Suarez

This section will contain a brief summary of our interview with Luis, but if you'd rather hear him speak, there's a link to the Spotify podcast below.

1

How has the business landscape changed with technology and how significantly will it change post the pandemic?

We are all affected by the pandemic. So much has changed, especially the usage of digital tools. COVID-19 has accelerated this. It’s the first time we have access to all of this technology, so according to Luis- 

There are no excuses for anyone to go back to normal. We have to use digital tools. 

The business scenario has changed, and everyone has adapted and adopted digital technology accordingly. Even the education sector has transformed! Online resources are more easily accessible these days for everyone to learn and adapt.

Right now, our priority is to ensure families are safe, so homeschooling is currently on the rise. Microsoft CEO, Nadela says a company’s digital transformation process typically takes up to five to ten years. New companies have transformed in a matter of two months. Everyone has gone online, and it is going to stay that way for a while.

The culture, the mindset, and the behavior. Everything has transformed with digital.

2

Regarding data-driven decision support for the workplace- What do you see are the critical gaps and the trends in organizations looking to leverage data?

Luis urges organizations to tap into their data to get actionable insights. The decision-making process has been mainly intuitive in the past- we make decisions based on hard feelings rather than facts. Or companies are relying on important decisions to be made by people who don’t have access to information.

This needs to change.

We need to have access to this data. We have to use data to make better decisions. And we must analyze data and get insights from it.

According to Luis, the best decision-makers would be the people who have access to data firsthand- the IT department. IT should manage all data-driven decisions.

3

What are your thoughts on conversation intelligence for customer service? Do you see the adoption and growth of intelligent bot agents becoming a key differentiator?

In order to be successful, we have to look at customer needs, and address these needs through technology.

Everything goes back to technology. Companies find themselves asking:

What’s in it for us? Why should we address digital transformation? How do we have the ability to transform?

Which is why we’ve started to adopt more technologies like automation, chatbots, and AI solutions. Luis believes that technology is going to free humans up from doing mundane tasks. We have to build solid use cases so people can relate to technology. And we should not underestimate the power of analytics and data. We need to use data as a way to understand customer needs. We have to keep checking our data everything month. And we have to start understanding our customers with sentiment analysis, for example. 

Check out the 200 CX Thought Leaders to follow for 2021!

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M. Ali Nasim

Ali Nasim is an enterprise and customer experience thought leader.

With over 18 years of experience, Ali’s approach to CX is simple- make it predictive, personalized and proactive.

As a key member of Oracle's Customer Advisory Board, Ali is focused on CX, IoT, Industry 4.0, and AI- advising CIOs and Chief Experience Officers of leading industrial and healthcare companies in the US on their digital transformation roadmaps.

Andy is the Co-Founder and CIO of SwissCognitive - The Global AI Hub. He’s also the President of the Swiss IT Leadership Forum.

Andy is a digital enterprise leader and is transforming business strategies keeping the best interests of shareholders, customers, and employees in mind.

Follow him for your daily dose of AI news and thoughts on using AI to improve your business.

Catch our interview with Andy on AI in daily life

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