Attracting top talent is just part of the picture when it comes to building a thriving, successful organisation. If employees are to achieve their full potential in both their professional and personal lives, it is essential to nurture their talents and cultivate the skills that will help them progress along their chosen career paths.
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Saving money with SD-WAN (part one)
Software Defined WAN, or SD-WAN for short, is the new big thing in business networking. Everybody's talking about SD-WAN, and about what it can do for businesses. Well, there's no doubt that SD-WAN can do a lot for your business; in fact, we'll be talking about exactly that in part 2 of this 3 part blog series. But before we do that, we need to talk about what SD-WAN can't do. Right now there's a popular misconception among businesses concerning SD-WAN - a misconception fed and sustained by headlines and marketing hype - that could lead them to take damaging shortcuts in incorporating SD-WAN into their business.
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The UK's Legal sector must contend with some of the most stringent compliance and data protection obligations in the current digital landscape. For many years, this has hindered the progress of digital transformation initiatives within firms, but in recent years, in order to meet the challenges of COVID-19, many firms have seized the opportunity to modernise cumbersome legacy systems and develop cutting-edge IT infrastructure that enables their staff to work more flexibly.
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In spite of the ongoing evolution of cyber security processes and technology, human error is still responsible for 95% of data breaches1. Phishing attacks alone represent a particularly insidious risk, with 91% of organisations experiencing a successful attack in 2021 alone2.
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Adopting a more sustainable, environmentally friendly approach to projects is a critical priority for the UK's AEC sector, both due to the launch of manifestos such as Architects Declare and Construction Declares, and growing recognition of the BREEAM standard - which set out clear sustainability goals for the sector - and growing environmental awareness amongst both businesses and the general public.
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For some years now, Cloud adoption has been steadily on the rise across the UK's Finance sector, with organisations including banks, insurers, and investment firms phasing out increasingly cumbersome legacy systems in favour of more scalable, agile, and cost-effective infrastructure. Indeed, more than 48% of UK banking services are now built on Cloud infrastructure.
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As a long-standing technology partner for multiple financial organisations across the UK, the team at Exponential-e have been observing the sector's evolving relationship with technology for some time - both the growing demand for a higher standard of operational resilience, and an increasing awareness of the challenges and opportunities that Cloud transformation presents.
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How Actionable Data Drives Sales, Improves Employee Satisfaction, and Enhances the Customer Experience
One of the key components we discuss with organisations when defining their contact centre needs is their data: the data the organisation requires, the data the solution can report on, and the tools available to interpret this data.
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We've probably all encountered what we consider to be poor customer service through a contact centre, whether it's calling your utilities provider, banking, mortgages, or just everyday online shopping.
There have been many excuses for poor service through the pandemic due to ill-prepared home working solutions. Those should be behind us now, although that's likely the topic of a further blog, as many companies are still leaning on this excuse!
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The CX technology market continues to evolve, innovate, and expand in all directions. The CRM and CCaaS vendors are locked in battle for customer wallet share and have started to step on each other's toes, particularly in areas like AI (Artificial Intelligence), automation, and analytics. The CRM vendors have established base camp in territory which has traditionally been the stable of the CCaaS vendors and, at the same time, we are seeing CCaaS vendors introduce new capability that encroaches on the CRM space. However, it is still the case, at least for now, that no single solution can meet all the needs of a mature customer service or CX operation. Add to that the fact that customer expectations are more demanding than ever and that creates a challenge for contact centre leaders.
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Exponential-e today announced its partnership with Five9, the leading provider of the Intelligent CX Platform. The collaboration will mark the next stage in the evolution of Exponential-e's UC and CC solution portfolios, providing their teams with the means to design and deliver customer service transformation for clients. This, in turn, will help establish the new breed of contact centre as a critical part of delivering exceptional customer experiences in the new age of rapidly evolving AI technology.
The Five9 intelligent CX platform facilitates billions of call minutes annually, and provides digital engagement, analytics, workflow automation, workforce optimisation, and practical AI to create more human customer experiences, engage and empower contact center agents, and deliver tangible business results. Along with our people and the relationships they bring to our customer engagements, that is what creates our true CX difference.
As the ways in which we communicate and collaborate continue to evolve, the contact centre has become the focal point of many organisations' customer communication strategies. Exponential-e is working closely with a range of organisations across the private and public sectors to accelerate this journey, designing and delivering solutions that optimize the customer journey across every channel - empowering agents to deliver exceptional outcomes, while ensuring productivity and wellbeing are maintained.
Crucially Exponential-e and Five9 share a number of common values, including a focus on reliability, security, innovation, a commitment to service excellence, all delivered through a consultative approach.
The Five9 platform has a key role to play in this journey, providing Exponential-e's own specialists with a range of leading-edge tools to support modern organisations' increasingly sophisticated CX requirements.
Customer service has always been part of our company DNA, and partnering with Five9 was simply a logical next step. When we combine these tools with the right people and processes, I expect the results to be genuinely transformative for our customers, and their customers in turn.
Gareth Hayes
Head of UC & CX, Exponential-e.
Exponential-e's commitment to customer service has always stood out for us, and we're delighted to be partnering with them - not just to explore the full potential of these new solutions, but to ensure the human element remains at the heart of every customer interaction.
Thomas John
VP International, Partner Sales, Five9
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Any organisation that has tried to recover from a ransomware attack knows that it can be time-consuming and costly. Companies hit by an attack must choose between paying a ransom or recovering encrypted data from a backup.
Unfortunately, ransomware gangs are too aware that they can leverage significantly higher ransoms from their corporate victims if they have also compromise the company's backups. For this reason, we are seeing more and more cyber attacks targeting backups because they know that organisations desperately need them to recover if they want to avoid paying a ransom to cybercriminals.
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Newly-released research indicates that ransomware attacks reached a record high in May, with the surge primarily fueled by a massive increase in the number of attacks perpetrated by the LockBit ransomware group and its affiliates.
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Car dealerships have been brought to a standstill across the United States after a software provider was hit by a ransomware attack.
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Microsoft Teams has rapidly established itself as the default tool for professional communication and collaboration, powering interconnected workflows in the era of hybrid working. However, the way licensing for Teams works with your wider Microsoft ecosystem is about to change, which means it is essential that you establish how your licensing arrangements will be affected and take steps to maintain the levels of performance and cost-control you depend on.
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Customer service is in the middle of a deeply transformative period. Regular readers of this blog will already be familiar with the role AI has to play in this journey, and the way technologies like machine learning and Natural Language Processing (NLP) are transforming the customer experience.
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On the morning of 12th September 2024, the UK Health Secretary, Wes Streeting, pinpointed three 'big shifts' that would be required to transform the NHS:
- From hospital to community care
- From analogue to digital
- From treating sickness to preventing it
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It's often said that "You don't know what you don't know". This is especially true in the modern contact centre, where a range of different customer interactions are taking place on a near-constant basis, across a growing range of different channels. It might be tempting for managers to assume that if they aren't having any problems presented to them, everything is running perfectly.
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Whether it's in person or online, the way we shop has changed forever. Seamless flows of customer data are powering truly personalised, interconnected shopping experiences, with retailers willing to embrace the change positioning themselves ahead of the competition and developing world-class, instantly recognisable brands.
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Despite the numerous interconnected elements now involved in effective digital transformation, the network remains the foundation of everything, ensuring any investment in new technologies delivers the best possible ROI, and that teams at all levels are empowered to deliver their very best, 24 / 7. As such, the digital transformation journey must always begin with a full network transformation.
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