Recent Posts

Technology Isn’t a Catchphrase

I’ve talked a lot about how organizations must evaluate technology and deploy the solutions they believe will have the most significant impact on both their businesses and on their teams. They must decide how to implement technologies to advance effective enterprise communication and drive results.

Technology is Table Stakes for Staying Relevant

Technology must be viewed as more than a fad. Leveraged correctly, it empowers organizations to more confidently navigate an ever-expanding number of digital channels and touchpoints. All while creating relevant and enjoyable experiences for both employees and customers.

Customer Experience Currency

From the customer perspective, experiences must be authentic and tailored to their expectations. They judge organizations on their ability to meet and exceed their expectations. Since customer experience is the currency that matters, customers want communication to be immediate and contextual. They can and will judge businesses quickly on whether they meet or exceed those expectations.

Don’t Believe It?

Just consider that more than half (51%) of customers have switched companies because of a negative experience. Estimates indicate those unhappy customers cost U.S. businesses $537 billion a year, according to Vision Critical.

As the general public becomes more empowered and more knowledgeable, technology such as artificial intelligence (AI) can improve the experience for customers by using tools such as natural-language processing to understand human speech. The key is to make it personal. These tools already power “bots” to provide personalized and compelling customer experiences across channels and devices.

AI automates mundane processes and applies context and understanding to potentially complex interactions. It also ensures customers find the information they need quickly and helps employees deliver maximum value whenever and wherever they engage with customers.

Read more on Home Business Magazine about changes driven by technology from both the “work” and the “customer” perspectives.

Recent Posts

Technology Isn’t a Catchphrase

technology

I’ve talked a lot about how organizations must evaluate technology and deploy the solutions they believe will have the most significant impact on both their businesses and on their teams. They must decide how to implement technologies to advance effective enterprise communication and drive results. Technology is Table Stakes for Staying Relevant Technology must be viewed as more than a …

Read More »

VoIP vs. Landline: What’s Best for Your Business?

VoIP

When you’re setting up a business phone, you need to decide whether to use a landline—a classic phone connected to underground copper wires—or a more modern technology called VoIP (Voice Over Internet Protocol). Here’s a crash course in the cost, reliability, and features of each. Cost If bottom-line costs are your top priority, VoIP is your friend. Both setup costs …

Read More »

Business Communications Myths That Can Shrink Your Margins

business communications myths

Myths are sticky. For example, many people still believe that blood is blue until it’s oxygenated, or that it’s dangerous to swim right after lunch. Many myths are harmless—but believing these four business communications myths can hurt your business. Myth #1: Voice is dead. These days, it seems like people do everything silently, from the safety of their screens. But …

Read More »

It’s Time to Embrace the Concept of ‘Work Wherever’

Work Wherever

The idea that being present or collaborative is somehow tied to a location is an antiquated belief. In fact, organizations that buy into this way of thinking aren’t just showing they are behind the times, they are stifling their ability to move forward. Stat after stat proves that the workforce is becoming more mobile and younger generations are interacting with …

Read More »

Knockout Interviews with Effective HR Management Tools

human resource management tools

Human resources teams know all too well that gearing up for the interview process can feel like a boxing match between them and human resource management tools. With so many rounds of interviews, you need a tool that gets you to the very end. Round 1: Pick the Best Video Interviewing Tool Whether you have already begun conducting online interviews …

Read More »
Powered By OneLink