Depending on your industry, of course, several businesses (especially in tech) are still in operation. But employees are not working on-site but remotely from home. And in times of uncertainty and confusion, customers may need heightened levels of support or nurturing from brands and organizations. Service providers still need to deliver a variety of always-on or on-demand functionality to their clients.
Two of the top benefits of adopting a digital model is, in fact, the option to better meet changing customer expectations and the improvement of product or service quality.
Businesses still need to fulfill their 2020 goals but are focused on achieving it through technology as opposed to conventional means like in-person meetings, customer briefings, and field events.
For those just now coming to grips with the idea of virtual and remote operations, here are a few excellent blogs that will walk you through the entire process — particularly how to set it up and support your crews.
- 12 Tips for Making Your Virtual Meetings More Professional, Forbes
- Virtual Meetings: 99 (Best) Tools, Ideas and Tips, Event Manager Blog
- Best Practices For Today’s Remote Workforces, Mandel Communications
- The Art of Facilitating Virtual Discussion Groups and Breakouts, CMX
Digital Transformation Accelerated
For years, organizations have been preparing their operations and services for a merger with the digital world. Those that have been slow to adopt are finally getting a huge push to move forward with digital transformation initiatives, and if they don’t they will simply fail. The current business environment requires a robust set of remote operations tools and technologies, and there’s no way around it. Perpetual engagement is still as crucial as ever, for both employees and customers alike. Organizations have simply changed gears to garner it from digital and virtual solutions as opposed to on-site experiences.
As such, many businesses have expedited digital transformation (DX) initiatives. Others are searching for short-term solutions that will help them accomplish DX goals, and more importantly, solutions that will remain in place long-term when people return to on-site work lives. It may seem easy, at least on paper, however, it’s anything but. Remote operations, of any form, are challenging to get right.
As businesses work to improve operations, both on-site and off, several things are going to happen, and it’s best to prepare:
- Employees will want to return to the office, eventually, but there will need to be considerations for increased engagement and attraction models.
- Customers will desire to meet in person, but additional workflows will need to account for their complete journey, from off-site to in-person.
- There will always be an element of human touch, and that’s going to become more prevalent after a time.
- DX is now on the fast-track roadmap for all organizations in 2020, especially if it wasn’t already.
How This Affects Customers
Employees and internal teams aren’t the only ones experiencing change. Customers also are experiencing a major shift in operations, particularly when it comes to nurturing the sales cycle, scheduling high-level briefings, and meeting their individual needs. Getting people to pay attention during meetings is no small feat.
Here are some ways customer meetings will change and (maybe) improve:
- There will be shorter meeting sessions, shaved down to a 1/2 day as opposed to a full day.
- New ways to engage in presentations will appear, including questions, interactive polls, real-time updates and social engagement.
- Presentations will be tremendously condensed, displaying only relevant information as soon as possible.
- Everyone will have access to post-meeting slides and talking points.
- Conferencing, social communication and video collaboration tools will all be integrated into a single portal.
- Major integrations with existing software will happen, merging scheduling tools, organizational applications, communication solutions and more.
Eagle-eyed readers might notice that many of these happenings relate to convenience, particularly when it comes to achieving more solid engagement and providing a better, overall customer experience. It’s still a huge focus even when we’re separated by physical distance.
What to Know Moving Forward
Businesses are still improving and shaping customer experience programs, so nothing has changed there. What has truly changed, is what those services look like and how they are being delivered. Some of the best platforms incorporate omnichannel, multi-device solutions to allow everyone to remain connected and in sync, no matter where they are, what device they’re on or what they’re doing. The beauty of modern digital technologies is that they are always-on, and available on-demand, precisely where employees and customers need them. That’s true whether they’re at home, visiting a corporate property, or holed up at an undisclosed safe location.
Because of stay-at-home orders, remote virtual technologies couldn’t be more necessary. Companies are also looking for viable options and new ways to engage with customers.
Future-proofing CX models is a necessary element of moving forward in today’s business world. It will still be just as important once we have a ‘return to the office’. Agility is necessary to achieve longevity, and the ability to respond to dynamic situations near-instantly will be vital to success.
The best answer — and it’s about as absolute as you’re going to get — is that organizations need to incorporate a single platform; one that merges everything necessary to operate including scheduling, hosting, communication, agenda tools, and much more.