Last year the focus was on the customer experience like never before. With consumers following the stay-at-home guidelines and making a record number of online purchases. The customer service function of all types of organizations has been severely tested. Of course, the buyer service agents also worked from home, which in some cases resulted in an experience that leaves a lot to be desired.
The link between employee experience (EX) and customer experience (CX) is critical. This is because they are the two sides of an equation: if the EX is good, it will result in a good CX. For companies dealing with customers, the pursuit of a positive CX is one of the main drivers of digital transformation initiatives.
According to IDC’s 2019 Digital Transformation Executive Sentiment Survey. An average of 3.7% of a company’s revenue is spent on digital transformation initiatives. With the aim of being more competitive through operational optimization and innovation to gain agility and be more responsive and customer focused.
IoT and digital transformation
Along with artificial intelligence (AI), Big Data, the development of 5G mobile networks, among other technologies. The Internet of Things (IoT) is one of the digital tools that companies seek to leverage in their quest for digital transformation.
McKinsey predicts that by 2023, the number of IoT-connected devices used by businesses will triple from 2018. Advances in other technologies, particularly in the cloud. They facilitated the implementation of the IoT and led to a new digital business model based on Anything as a Service (XaaS) and consumption-based billing.
A recent IDC study on next generation print infrastructure services. It shows that organizations overwhelmingly prefer subscription-based billing when it comes to funding their strategic DX initiatives.
70% of organizations prefer as-a-service or consumption-based models over traditional financing methods to reduce upfront costs. Reap the benefits of switching from CAPEX (Capital Expenses) to OPEX (Operating Expenses) and facilitate a more predictable monthly billing structure.
IoT and CX
Be it printers, scanners, automobiles, HVAC systems or heavy equipment. IoT-enabled cloud-hosted devices offer a number of business benefits.
These include 24/7 uptime This means that employees can always do their jobs efficiently and productivity is maximized by limiting interruptions. This is important. Because the most advanced automation features that can improve productivity depend on technology always working as it should.
Maintenance and overhauls also benefit, as they can be performed in real time from anywhere in the world by experienced engineers. Which means fewer on-site service calls, which is more important today than ever.
Another advantage is flexibility, especially in terms of capacity. This can be increased or decreased based on business needs. Without having to make costly changes to servers and networks that normally disrupt the daily work of employees.
Last but not least. Cloud and IoT reduce the workload of IT teams so they can focus on delivering solutions and experiences that make employee work more productive and easier, while further improving EX.
Print and CX
A next-generation Print-as-a-Service infrastructure platform is a great example of technology employees use every day that leverages the cloud and IoT to accelerate digital transformation for a better customer experience. Or the employee.
Since the office printing feature has been in the business sector for so long. It might be surprising to learn that printers were one of the first IoT-enabled components in the business world.
Today, printers are no longer standalone devices, but IoT-enabled components in enterprises. Some are equipped with more than 120 sensors dedicated to data collection that will help research and development build better products and solutions to improve the user experience.
A good EX plays an important role in providing a better CX. Companies that care about the experiences of their staff and provide them with technological solutions that take advantage of digital technology. By including IoT-enabled devices, they get a more satisfied and productive workforce, capable and motivated to deliver better CX, which is a positive business outcome.An investment in next-generation cloud-enabled print infrastructure and IoT should be a strategic priority for organizations seeking to accelerate the success of digital transformation.
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