Weekly News Roundup with Curiosity Worx (July 6 to 12, 2020)​

Just recently, Prime Minister Scott Morrison raised awareness of months-long 'state-based' cyberattack on Australia’s government, education, health, and business sectors. This wake-up call follows on the heels of a cyberattack on Lion that forced the beverage manufacturer to temporarily cease production. Australian businesses need to look to ensure that the technology their businesses employ must o stay updated with the latest developments in their industry. Adapting to automation, the demands for new capabilities and skills, and sweeping industry trends and forecasts can give businesses the edge over their competitors.  Conquering the Centre  1.  Upskilling the Contact Center: Planning for Your Agents’ Future in an Era of Uncertainty The pandemic has necessitated a shift to a digital only business world and to more prevalent automation for businesses. According to The World Economic Forums’ “Future of Jobs Report”, that by 2020, 54% of all employees will need significant upskilling. For the contact centre industry, automation should gradually take over rote tasks such as collecting customer information. Contact centre employees must learn how to use these programs and software but at the same time, there will be a demand for soft skills.   The demand for soft skills has already been on the rise with tools like chatbots automating menial tasks. The ManPower Group’s report showed that while 38% of organizations find in-demand technical skills difficult to teach, 43% said that training employees in the soft skills that they need is even harder. If digital tools take over simple tasks, contact centre employees need to improve communication skills, problem-solving skills and relationship building. The human touch has been and will continue to be a major differentiating factor for customer engagement and contact centres.    2.  How to build trust in an increasingly automated business world Despite customers and businesses not only accepting new technology that automates customer experiences, but the human touch also makes or breaks an experience. “We increasingly want to do business with people that we trust rather than just another faceless brand,” Aurangzeb Khan writes in an article about how to connect better with their audiences when automation takes over what were once points of interaction between businesses and their customers.  Unlike taking to a person, automation technologies like chatbots lack conversational markers like the tone of one’s voice and body language. 90% of human communication comes from nonverbal cues and these are lost when interacting with machines. Solutions like video conferencing can help improve both CX and EX by providing face-to-face interaction even on a digital platform.  At Groworx, we create creative CX strategies that address ever-shifting business needs and translate them into action. We’ve helped businesses leverage new technologies and capabilities like Live Chat to connect the human and the digital. Talk to us today to learn how we can help you.    The heART of CX  1.  5 Tips to Engage Remote Staff During Lockdown Good EX and good CX go hand-in-hand. After all, employees are a business’ frontline when dealing with customers. Keeping employee engaged despite them working remotely means staying consistent with the organisation’s culture and communicating. Provide employees with the tools and resources they need to continue excelling at their role. At the same time, businesses must also implement structure, processes and policies to maintain order and security.   At Groworx, we also like to show our appreciation for our employees and give them a chance to bond with each other. For example, we hosted a virtual pizza party. When businesses take care of employees, they can become brand ambassadors with customers. were able to shift to remote working in just 48 hours thanks to our agile teams and global ways of working. Let’s chat today and we can tell you how to keep your employees safe and productive when working from home.     2.  We’ve reached the Age of Customer-Centricity. But what DO customers really want? Communication is the most important aspect in the business-customer relationship. Getting it right, especially during a crisis is critical. Recently, brands have been sharing the actions they’ve taken in response to the COVID-19 pandemic. From using hospital grade disinfectants on commonly touched surfaces to talking about remote work arrangements and social distancing. This line of communication opens itself up to questions like, “Why aren’t you already doing these things to protect customers and employees?”  As the new policies and processes become part of the new normal, brands need to look more at how to properly show care for their customers, employees and communities. Our Associate Director of CX, Shelley Beeston talks about caring for customers in her blog. She describes how businesses that show care will rise above the competition. Consult with Shelley today and learn how we create brilliant strategies and turn them into great performance with our CX in Action service.    IMO (Innovate. Modernise. Operate)    1.  Eliminating Bias in Recruiting through Artificial Intelligence Recent events have highlighted how discrimination disenfranchises marginalized groups. For businesses, forming diverse teams adds insight and skills that make a difference. Can AI, which is considered free from human bias and error, help businesses in the recruitment process and build more diverse teams? Amazon seems to prove this wrong as they retired their recruitment AI in 2018. But their experience is not the fault of the AI, but the algorithm they used. Their algorithm was modeled based on data from the past ten years, but in the past ten years, majority of resumes sent to Amazon were from men. Thus, the AI ended up favoring men over women.   However, AI platforms like Pymetrics gamify the recruitment process and assign categories to candidates so that talent acquisition teams can easily sort through thousands of job applicants. AI tools like Pymetrics should not be the only way to sort through candidates, but it can help significantly speed the process of reviewing resumes. In the end, human judgement still plays a massive part in the recruitment process, but advanced technologies can help make this process easier, faster and less biased.    2.  Building an Agile Enterprise Starts with Culture and Technology At Groworx, we believe that the world has become agile. Customers demand instant responses and engagement and technology forces businesses and even entire industries to innovate and adapt. Digital transformation starts with company culture and business technology platforms. Instilling a modern, agile culture in an organisation encourages employees to respond to new demands and gives them the tools to act instantly but not haphazardly.   Even with an agile culture, a business will not be able to keep up with the competition without leveraging advanced technologies. Technology accomplishes two important things: taking over menial tasks to free up employees to do more complex work and make opportunities visible across the entire enterprise. Whether it’s a CRM tool or a chatbot to help answer customer queries, technology plays a large role in empowering employees to do their work and to do it quickly. At Groworx, we believe in the power of technology to transform. Groworx Technology Solutions help businesses co-create, implement and manage advanced technologies. Talk to us today to find out how we can help your business adapt to today’s agile world.     Want to get the latest news about cool new tech and CX innovations? Subscribe to our newsletter and stay updated with Curiosity Worx.​

Weekly News Roundup with Curiosity Worx (June 8-14, 2020)​

As the world sees major upheaval, businesses need to continue to look to the future and find the best tools, tech and trends to help them grow. More than that, businesses must continue to show their care, not just for their employees but also for customers and stakeholders.  This week, we rounded up the latest news that can help you perfect work arrangements in the new normal, adapting and improving CX strategies or learning about cutting-edge developments in tech to meet new needs and demands.   Conquering the Centre 1. Research shows 74% of home-working contact centre agents have a better work-life balance   If your contact centre hasn’t already shifted to remote working, pay attention. According to a recent study, 75% of organisations experienced lower attrition and 61% said their contact centre agents have been more productive. After all, when working at home, contact centre agents enjoy more time and money that otherwise would have been spent travelling to the office.   Remote working looks to be the future of the contact centre industry and the key to transitioning to a work-from-home set up is the fast and efficient establishment of remote working infrastructure. Advanced technologies such as cloud-based solutions, video conferencing tools and workplace collaboration apps can help with collaboration. If you need to set up or augment remote sales and support teams, check out our Groworx Home Customer Engagement Centre service. We provide businesses with the people, processes and tools and get virtual teams running in a matter of weeks.  2. How Call Center Agents can Work from Home with their Smartphone? Call Center Mobile Agent Applications have emerged as an alternative for remote sales and support teams that may not be able to get a hold of a laptop or desktop.  These are some key aspects that businesses to pay attention to when considering mobile devices as an option for remote call centre agents:  Inbound and outbound calls Dialers for automation CTI integration Monitoring and reporting Security While a smartphone may suffer from limitations compared to a traditional work-issued computer, emergencies may arise. Preparing for any emergency ensures business continuity as backup plans mean the business can continue operating as normal.   The heART of CX 1. Four Ways To Deliver Better Customer Experience During The Pandemic  Resilience allows businesses to continue providing value to their customers no matter what the disruptions and challenges are. COVID-19 has challenged businesses’ resilience in new ways.  The first and most important key to ensuring business continuity is empathy. Showing care and concern for people and communities deepens the relationship between a business and its customers. Groworx’s very own Associate Director for CX, Shelley Beeston, gives in-depth examples and talks about how businesses can show care and resonate with the people they help. Read more here.  Businesses need to communicate with customers in a simple and clear manner. During this pandemic, customers feel anxious and lost and businesses need to be able to relay important information to their customers through channels that they can reach. 2. One Size Does Not Fit All: Tips For Improving Digital Customer Experience  CX has always been about constant improvement. With more businesses forced to bring their operations online, CX strategies that worked in largely physical locations must be reworked to adapt to customer concerns and behaviours on online platforms.   For example, User Experience (UX) on a website or mobile app goes hand-in-hand with digital CX. In order to give customers the best experience online, CX professionals need to work with or consult web designers. UX practitioners would better understand how a website’s layout needs to be tweaked to make it easier to navigate.  At the same time, don’t mistake buying the latest AI chatbot as the only way to innovate. Technology such as conversational AI and CRM platforms can help businesses manage customers and their concerns, but sometimes, what they really need is a change in how its people think, feel and behave. Getting client feedback is much easier online, after all. Action items should be formulated based on feedback so that each succeeding customer experience is better than the last.  IMO (Innovate. Modernise. Operate)  1. This next-gen AI chip could be a major instrument in advancing the tech  The processing power required by supercomputer systems has led to a race among tech businesses to develop more sophisticated and innovative chip designs. Chip manufacturers like Intel have been developing neuromorphic chips, computer chips that are modelled after the human brain. An Australian startup, Cortical Labs designed a system that merges biological neurons with a computer chip that can process complex calculation.    One of the more promising chips out on the market right now is the NVIDIA DGX A100, an artificial intelligence chip that boasts 54 billion transistors to deliver 5 petaflops of performance. Furthermore, this chip can be partitioned into smaller workload for faster processing. The first order went out to the U.S. Department of Energy’s (DOE) Argonne National Laboratory which will use the chip in its fights against COVID-19. This chip creates AI simulations and models that will predict the spread of the virus and help with research into a cure.   As AI computing abilities advance, capabilities such as data analysis and machine learning are becoming more and more readily available. This latest advancement in AI tech opens up new opportunities for many industries such as retailers and Conversational AI and or car manufacturers and autonomous driving. Businesses need to know how they can best use these emerging AI technologies to grow.   2. Digital Signage and Zero-Touch Technology Today, touchscreen technology has become part of everyday life from phones to fingerprint scanners. The COVID-19 pandemic and social distancing look to push technology towards touch-free technology. The technology has existed already, from motion sensors opening doors to voice assistants to facial recognition software on smartphones. Moving forward, digital experiences will be centered around touchless technology such as facial recognition, gesture recognition and haptics.   For businesses, this creates possibilities for touchless customer experiences even with existing tech. Contactless payments allow customers to make purchases remotely and facial recognition can offer unique, interactive AR experiences. As the word embraces remote business arrangements more and more, businesses need to adapt to the changing digital landscape. Talk to one of our experts today and find out how we can innovate, modernise and operate advanced technologies for your business needs.  Want to stay get the latest news about cool new tech and CX innovations? Subscribe to our newsletter and stay updated with Curiosity Worx.​

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By Chiara Q.

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Shelley Beeston joins Groworx as the new Associate Director for Customer Experience​

Groworx, an exciting global consulting and outsourcing firm, is taking its Customer Experience capabilities to the next level with the addition of Shelley Beeston, their new Associate Director for Customer Experience. Shelley will lead client engagement teams to further enhance the strategic and delivery leadership capability in the region.

 

Shelley Beeston is a strategic and innovative thought leader in customer experience, digital transformation and digital product service design and delivery. She has over 19 years experience across a number of industries & countries within senior management and principal consulting roles.

 

Shelley will be spearheading Groworx’s newly launched “CX in Action”. This new service aims to help organisations design and connect their organisational CX and Digital strategies and then drive them into action. 

 

Groworx Co-Founder & CEO, Dan Sandiford said: 

“I’ve worked with Shelley for many years and admire her values-driven approach and passion for linking strategic creativity to operational execution. Shelley’s thought leadership and experience will combine our enhanced CX in Action capability with Groworx’s broader  and  solutions. Together, these capabilities provide a single place for businesses to think and deliver the entire customer experience. For me, it’s putting the entire customer at the centre of our mission to help organisations and communities achieve their potential.”

 

According to Shelley, with the current crisis, organisations are rapidly adapting how they service their customers. For many retail businesses, this could mean investing much more into digital channels to support the surge of demand as customers have been forced from retail channels to online-only channels. While for essential services, this could mean designing the physical environment to ensure the safety of staff and customers, as well as relating to each other in a more empathetic and engaging way. 

 

Under Shelley’s lead, Groworx CX in Action helps these businesses quickly and effectively design and implement these changes in a measured way for lasting impact.  

 

In regards to Shelley’s decision to join Groworx, she said:

“I wanted to join a company that wasn’t just modern. It had to be a business with a conscience that cared about its people and worked to make a difference in society. GroWorx is one of those companies and I am excited to be part of the team.”

 

Her passion has always been about the human experience and why we do what we do. What she loves most is helping people and organisations see what great looks like and helping them work towards that.

 

With Shelley taking the lead on Customer Experience Strategy, Groworx is enhancing its world-class solutions for clients that will enable them to increase revenue, improve both customer and employee experience, while enjoying the cost advantages of offshore delivery centres.

 

Stay tuned for updates on Groworx’ Customer Experience Solutions. Subscribe to the newsletter.

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