Conclusion
Data powers a first-class digital experience
Conclusion
Data powers a first-class digital experience
Some organizations have data and digital in their DNA. Their tools, processes and cultural mindsets have allowed them to pivot rapidly as customer, citizen and employee expectations have changed.
These digital-native companies have a clear advantage.
For those that are not digital natives, the crises that have unfolded since 2020 have shown that transformation into a data-driven, adaptive enterprise is business-critical.
Some organizations have data and digital in their DNA. Their tools, processes and cultural mindsets have allowed them to pivot rapidly as customer, citizen and employee expectations have changed.
These digital-native companies have a clear advantage.
For those that are not digital natives, the crises that have unfolded since 2020 have shown that transformation into a data-driven, adaptive enterprise is business-critical.
Go where the customers are
Hernán Asorey, Microsoft’s Chief Data Officer, Microsoft Customer and Partner Solutions (MCAPS) & CSE, says that part of his role is to “meet the customers where the customers are.”
During the pandemic, customer-service teams were tasked with maintaining critical business relationships – whether they were in the office or working from home. Their role will be no less vital going forward, making it crucial that they receive the necessary support, a fact most leaders recognize.
According to Fujitsu’s research into Enterprise Adaptability, 41% of leaders say their customers’ needs are changing within weeks at a time, but only 41% say they are only sometimes, rarely or even never able to keep up with those changing needs.
Go where the customers are
Hernán Asorey, Microsoft’s Chief Data Officer, Microsoft Customer and Partner Solutions (MCAPS) & CSE, says that part of his role is to “meet the customers where the customers are.”
During the pandemic, customer-service teams were tasked with maintaining critical business relationships – whether they were in the office or working from home. Their role will be no less vital going forward, making it crucial that they receive the necessary support, a fact most leaders recognize.
According to Fujitsu’s research into Enterprise Adaptability, 41% of leaders say their customers’ needs are changing within weeks at a time, but only 41% say they are only sometimes, rarely or even never able to keep up with those changing needs.
“We set up a cross-functional team to ensure that, even when our customer-service employees were working from home, they would be able to answer customer calls and have access to the systems and computers that would get them the right information.”
José Muñoz, Global Chief Operating Officer, Hyundai Motor Company
Give citizens the experience they desire to build a more purposeful society
Less than half (47%) of public-sector organizations say they have had the right tools available to handle the volume, velocity and variety of data they have needed to oversee since the start of the pandemic.
However, these organizations are reasonably confident in their ability to handle those high volumes in the months ahead.
Public-sector confidence in use of data
Give citizens the experience they desire to build a more purposeful society
Less than half (47%) of public-sector organizations say they have had the right tools available to handle the volume, velocity and variety of data they have needed to oversee since the start of the pandemic.
However, these organizations are reasonably confident in their ability to handle those high volumes in the months ahead.
Public-sector confidence in use of data
Improve the employee experience – wherever they are
Data acceleration can improve experiences for employees too, but business leaders have to contend with a new way of working.
Mode of work that business executives say would create the biggest challenge to empowering employees with data
Improve the employee experience – wherever they are
Data acceleration can improve experiences for employees too, but business leaders have to contend with a new way of working.
Mode of work that business executives say would create the biggest challenge to empowering employees with data
Data delivers first-class experiences
Exceptional digital experiences are always fast and simple. To deliver these to employees, customers and citizens, organizations must look at the total experience – merging the physical and digital in a seamless way.
“You must find a partner that can bring expertise from Edge to Cloud to Business Applications, all data-entry points,” says Márcio Gonçalves Cesário, General Manager, Business Strategy, Data & AI at Microsoft. This, he says, should be “ring-fenced by a foundation of integrated, comprehensive governance and security management to solve your business challenges.”
While each business and industry is different – and there is no one-size-fits-all approach – unifying the right data sources is critical to success. Business leaders must:
- Glean insights from data to build better new products and services tailored to customer needs
- Ensure they have the tools to handle the volume, velocity and variety of data and insight
- Consider the subjective experience of each employee, and the data needed to support them in a hybrid working environment
“The biggest winners in this data race know that they can’t do it alone," says Regina Moran, VP Strategic Projects & Change at Fujitsu. "And they must invest and integrate to truly reap the rewards.”
Data delivers first-class experiences
Exceptional digital experiences are always fast and simple. To deliver these to employees, customers and citizens, organizations must look at the total experience – merging the physical and digital in a seamless way.
“You must find a partner that can bring expertise from Edge to Cloud to Business Applications, all data-entry points,” says Márcio Gonçalves Cesário, General Manager, Business Strategy, Data & AI at Microsoft. This, he says, should be “ring-fenced by a foundation of integrated, comprehensive governance and security management to solve your business challenges.”
While each business and industry is different – and there is no one-size-fits-all approach – unifying the right data sources is critical to success. Business leaders must:
- Glean insights from data to build better new products and services tailored to customer needs
- Ensure they have the tools to handle the volume, velocity and variety of data and insight
- Consider the subjective experience of each employee, and the data needed to support them in a hybrid working environment
“The biggest winners in this data race know that they can’t do it alone," says Regina Moran, VP Strategic Projects & Change at Fujitsu. "And they must invest and integrate to truly reap the rewards.”
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