Tag: digital disruption

The issue of digital disruption is currently at the forefront of business discussions across all industries, but is currently arguably most acutely being felt, and feared, in the Contact Centre industry. With Contact Centres at the forefront of both the interface between customers and the organisation and the cutting edge of new technology deployment, the imperative for Contact Centres to adapt to changing customer communication preferences is paramount.

Job security remains the number one reason people of all ages and levels of employment across all industries stay at their company. This is according to the 2019 Global Talent Trends Report recently released by Mercer. But we know that it’s more than just the paycheck that keeps talent loyal to an organisation.

Digitalisation has led to customers having an overwhelming number of choices in purchasing choices, brand selections and generally – everything they do. When presented with too many choices, many customers are likely to make poor decisions and disconnect with brands. When it comes to options, simplicity wins. Companies succeed when they cater to the individual customer and make it easier for them to consume what they want, how and when they want.

Kele Boakgomo | Managing Director: Financial Services Practice | Accenture South Africa | mail me  |  The banking industry continues to experience disruption - by...

Jarred Cinman | Managing Director | NATIVE VML | jarred@native.co.za | www.vml.com | Digital Disruption - or technological innovation (depending on your perspective) - is...