The pandemic has perhaps forced businesses to do a U-turn on their business strategies for the year. In some cases, it has also accelerated processes – for instance, implementing a stronger digital adoption plan. An organization’s success largely hinges on how efficiently it manages technology to help its people be more productive.
According to Forrester, 2021 will see a lot of technology acceleration in the industry. This means companies will look for advanced, intelligent, and cost-efficient solutions to solve their everyday challenges.
“Every company will focus on technology-fuelled experiences, operations, products, and ecosystems.”
The study by Forrester observes companies across sectors (including the financial industry) giving higher priority to customer experience. This trend is expected to accelerate in 2021. The Covid-19 crisis has forced customers onto digital channels, and hence businesses will have to adapt accordingly. The study indicates that customer experience leaders will continue to strive to improve the digital experience.
In 2021, 30% of businesses are expected to continue to accelerate their investment in mobility, security, and the cloud. Employee experience is expected to gain more significance. Additionally, organizations are expected to make strategic investments that will help improve overall employee (and customer) experience, make information easily accessible, and ensure improved security.
B2B companies will seek to build new competencies in 2021, with the help of AI and automation. A large part of the workforce is expected to continue to work remotely. Organizations will need to set the right systems in place (in the form of tools and technologies) in order to succeed. The study states that 60% of B2B sellers will be enabled by AI and automation in 2021. When implemented appropriately, automation can drive significant benefits to an organization. In some cases (for instance service desk operations), automation has helped reduce service desk tickets substantially.
Any organization has a set of mundane tasks that need to be performed – such as running checks, approving low-risk transactions, scanning files, etc. All these activities are time-consuming and affect productivity. Through automation, service desks can improve the Mean Time to Resolution and consequently benefit productivity. Organizations are eager to leave the past year behind and make substantial progress in the current year. In such a case, an organization’s success, to a large extent, will depend on how effectively they embrace the right technologies. Tight budgets have also made many organizations relook at their expenditures in daily operations and processes. Nanoheal enables organizations to keep operational costs in check with automation and AI. It empowers users to resolve IT issues proactively, thereby reducing MTTR and saving costs. Contact us today to learn how Nanoheal can help your organization improve operational processes.