Transform Experiences with a Connected Enterprise
While the digital revolution has enhanced the engagement between customer and organization, it has also led to the creation of a connected enterprise.
The current wave of digital demands speed and agility, and business leaders sit at the center point of this change as they are tasked with driving multiple initiatives across all stages of the company’s growth curve. The decisions taken by business leaders have a far flung impact for a significant period of time. To start off with, business leaders have to oversee operational efficiency improvement within their organization. Inefficient operational procedures take a lot of additional time and demand more organizational resources, and can lead to poor results for organizations.
Additionally, business leaders are also required to help augment digital transformation for an organization to move forward. This transformation can help achieve cost reduction and can also become the main driver towards healthy sales patterns.
Ronald van Loon is a Newgen Software partner and is closely linked with the recent upgrades in the progress towards a connected enterprise.
With the needs and roles of all organizations changing, there is a need for experiences to be transformed. Customer experience is now a core priority for organizations, and a connected enterprise is required to give customers the best possible experience and engagement.
This is where the concept of System of Engagement (SOE) enters. In the most simplistic terms, it’s the technology that enables organizations to synchronize the customer journey while hiding all the complexities of the process from the end-user. It’s about agility, low-code automation, the right content, right information, and AI all coming together.
As Hemant Makhija, VP of Marketing at Newgen explains, “System of engagement is becoming the glue which connects the customer journey and the complex system infrastructure that the organization has. It’s a left and right brain kind of thinking where customer journey expectations are: speed, good experience, consistent communication, and proactive approach as well. On the left side, it’s becoming more of ‘hey I have to make sure I have the right information, right content, and right context. There’s the Automation part of it, if I’m able to use technology to do things which humans would do otherwise, if I can use AI, and ML.’ It’s a constant push and pull from both sides; System of Engagement is the balance.”
What Makes the Enterprise Connected?
A connected enterprise can only prove successful for an organization if these important aspects of change are successfully incorporated:
- Processes: All your processes need to be updated for better, more efficient operations that drive customer experiences through optimization of automation, analytics, and intelligence.
- Content: Your data needs to be revolutionized. Information must be accessible to the right people at the exact moment it’s needed, and provide accurate context.
- Communication: Connectivity and communication between all employees and stakeholders must be streamlined and cohesive so everyone throughout the organization is on the same page.
Barriers to Connectivity
However, the objective of a connected enterprise doesn’t come without the presence of numerous barriers and roadblocks in the way. Enterprises have to overcome these barriers so that they are able to deliver on customers expectations and fulfill the promise of a connected and engaging experience.
The rapid change in technology is by far one of the biggest barriers to connectivity at an enterprise level. The growing trends in innovation and technology have meant that new technology emerges in the market every few years.
The rapid pace at which technology is shifting has a direct impact on customer expectations. Customers now expect more from organizations and expect them to deliver more than ever before. Additionally, new technological improvements require an acquisition, shifting, or restructuring of talent to ensure they’re equipped to manage this change in the best manner possible.
Organizations that have legacy systems in place within their workplaces suffer the most as they have to update their outdated systems to accommodate technological change. Older systems, applications and processes fail to function properly in alignment with evolving technology and require serious upgrading.
Data silos are a hindrance to connectivity, and when ignored, result in informational efficiency barriers. Silos typically develop wherever there’s a lack of connectivity and communication between organizational departments.
Data silos limit the application and use of data across the organization and lead to a lack of synergy in your results. These silos need to be bridged if you want to create a connected enterprise within your organization. All the data within your organization should be accessible to all departments and team members.
As we have already discussed above, adapting to change can be tough for organizations. The complications can take an even bigger toll on an organization if you don’t have the IT background needed to succeed here.
IT restrictions basically relate to the capabilities of the systems you currently have in place. These restrictions include the presence of legacy systems, a lack of budget to improve on current systems, and a poor network mechanism. All of these restrictions can ultimately stop you from achieving the objective of a completely connected enterprise.
Forming a Connection
Think of a connected enterprise as a living organism that needs to have unification and coordination between processes and actions in order to achieve the intended outcome: delivering transformed experiences. The concept of a connected enterprise is based upon seamless connection between all stakeholders, departments, and workers within an organization that fills in the gap between intent and action.
A connected enterprise can only deliver a transformed experience when all of the stakeholders and departments are seamlessly connected. The connection between their data and their decision making is what eventually makes the entire process a success.
Changing Customer Expectations
As an organization working on digital transformation, you would know everything there is to know about changing customer expectations and how to meet them. Customer needs are always evolving, and the best way to tackle them is to be proactive and exceed expectations.
Now, when you are working on creating a connected enterprise, your solutions have to be in line with customer expectations and should give them the kind of experience they crave. In fact, 44% of organizations have already transitioned to a digital-first approach for the customer experience. Failure to give the kind of experience customers expect can put all your efforts to waste.
Making Fast Transformational Changes
Adapting to changes is challenging not only from a technology perspective, but from a leadership perspective as well. Transformational changes have to be decisive, well-orchestrated, and prompt.
“Enterprises aren’t able to move forward fast enough so they can present a consolidated, comprehensive view of the organization. System of Engagement hides all of the complexities, and all the different data models and sources away from the customer, away from the end-user, and brings in all the modern capabilities with it,” Makhija states.
Why a Connected Enterprise is Crucial to Experience Transformation
The connected enterprise has emerged as a viable option for helping enhance the customer experience. Enterprises are currently on the look out to enhance operational agility by connecting employees and knowledge workers to technology oriented processes. An enhanced customer experience is the ending link of a chain that started through the efficiency of a connected enterprise.
Organizations can leverage the idea of a connected enterprise to:
- Use advanced analytics and data to full effect. Decision making from advanced analytics can be tricky, but is worth the results.
- Offer enhanced experiences to all customers to improve results.
- Create a connection between customers, suppliers, partners and employees. Everyone is connected and there are no informational silos.
- To bridge the gaps between different departments.
Advantages of a Connected Enterprise
A connected enterprise opens your doors to myriad opportunities. For starters, a connected enterprise can help you in obtaining a complete understanding of your customer. Based on that understanding, you can provide real customer benefits.
Additionally, this concept can help break the lack of communication between the front and back office. Both offices will now be better connected and in an ideal position to make unified decisions.
Lastly, organizations will be able to enhance the customer experience, achieve faster time-to-market, and can establish growth in revenue down the line.
Companies are currently undergoing serious digital transformations leading to the notion of a connected enterprise. Aligning all of your departments, people, and data with technology is an excellent way to accelerate your trudge towards a digital transformation and provide your customers with a much better customer experience.
Newgen delivers a low code automation platform for organizations who want to transform customer experiences and enhance their digital transformation initiatives.
By Ronald van Loon