3 Ways Your Team Can Prepare for the Future of Corporate Technology
October 25th, 2019
We had a blast at the Bridge Alliance CXO Forum in Singapore earlier this month! Movius recently joined the Bridge Alliance, the leading mobile alliance in Asia Pacific, as a Technology Partner. Other Bridge Alliance Technology Partners include companies like Hewlett Packard Enterprise, Samsung and Syniverse.
While there were many great speaking engagements throughout the day, one session particularly caught our attention. The session, entitled Reshaping the Future of Work, was led by the Managing Director and Head of Global Technology Infrastructure in Asia Pacific for a large global Tier-1 bank.
1. Reaching Employees and Customers at Both Ends of the Spectrum
The workforce looks a lot different than it did 10 years ago. With companies offering training programs for high school students, internships and on-the-job training, the workforce of the near future will be comprised of both baby boomers and members of Generation Z. While these generations may have inherent differences in the way they live, work and communicate – it is paramount to develop a working culture that addresses both groups’ working styles. That might translate into a mixture of traditional conference call meeting formats and whiteboarding brainstorm sessions – choose what works best for your company, employees and customers.
The generational mix also translates to how employees interact with customers. Baby boomers may still desire a more personal way of communicating with a company, and a member of younger generation may desire a more streamlined, digital experience. Of course, all customers, and humans for that matter, are unique. A great way to set your company up for success will be to offer both forms of communication to customers to ensure you are providing tailored experiences.
2. Compliance Without Interference
In industries such as financial services, company policies and industry compliance regulations are commonplace and need to be strictly adhered to. For example, FCC and FTC regulations in the United States require financial institutions to record conversations with customers and to leverage secure communications platforms when speaking to third parties.
While it is very important to ensure financial institutions meet these regulations, adhering to these laws can create workflow and customer interaction disruptions. For years, financial institutions have provided employees with a separate business mobile phone with strict instructions on how to use it. However, the inherent struggles of using multiple communication solutions can allow for missed customer calls, forgetting to record customer interactions and more.
Providing employees with communication solutions that meet industry regulations but also eliminate workflow disruptions can help employees and companies alike to deliver a better and more streamlined customer experience.
3. Preparing for the Future Workplace
During the session, they mentioned that about 80% of the firm’s employees today are remote. Instead of issuing desktop computers or laptops, the company has moved toward a browser-based solution for employees.
From an employer perspective, this working style allows employees to work in a “sandbox” that restricts work activity to inside that sandbox. This style provides an easy way to transfer customer interactions and other information to industry regulators. Further, they noted that they would like to see this “sandbox” style leveraged for voice and text communication as well given customers are increasingly requesting communication with employees via new platforms such as WhatsApp.
The growth of remote workforces has certainly been witnessed in various industries and does not show signs of decreasing anytime soon. Providing employees with a “sandbox” working environment will not only improve business processes for employees, but will also allow for more streamlined communication, device or network aside.
“Providing employees with communication solutions that meet industry regulations but also eliminate workflow disruptions can help employees and companies alike to deliver a better and more streamlined customer experience.”