Dec 9, 2021 | SMB Technology, SMB Technology, SMB Technology, SMB Technology, Technology News
A number of trends are expected to continue, as well as new ones to develop, in the coming year. These trends will introduce opportunities along with challenges in the IT industry. Read on to learn about how these movements in the industry affect its four pillars of operations, infrastructure, cybersecurity, and data. Focus on Strategy and Transformation Let’s face it, the last year and a half has been challenging. The work-at-the-office paradigm that many were used to has likely changed permanently. Remote workers, as well as creating more “nodes on the network,” have changed expectations; will some ever want to come back to the office, or stay remote? Managed services may be counting on remote work to stay popular, and to provide companies with network assistance, shown by a CAGR prediction of 7.9% ($355 billion) by 2026, according to IDC.In 2022, companies are expecting to move out of the tactical approach of just staying in business, and to start dusting off digital transformation projects that they couldn’t think of before, considering innovation and collaboration. The technology industry is expected to increase to $5.3 trillion in 2022, with a year-over-year growth increase of 5-6%, according to IDC. CompTIA’s trends outlook article points to a growing optimism about opportunities in the tech industry, coupled with challenges to manage. Opportunities in Information Technology The United States has long been a key player in the technology industry, accounting for 33% ($1.8 trillion) in expected spending for 2022. With its robust infrastructure and many connected users, as well as its abundant bandwidth, it has the opportunity to consider software development...
Dec 1, 2021 | SMB Technology, SMB Technology, SMB Technology, SMB Technology, Technology News
Many pieces comprise the customer experience puzzle, and one key trend is omnichannel, wherein multiple channels are integrated in such a way that a customer can switch seamlessly from one to another including call center, chat, web and mobile. Customer experience can make the difference between retaining and losing a customer. Read on to learn more about this trend and how it can enhance your customers’ experience. Omnichannel is an Emerging Trend Omnichannel has rapidly gained popularity as a trend, with more and more companies choosing it to manage their customer experience. According to a CompTIA article, companies that use the strongest omnichannel customer engagement strategies retain almost 90% of their customers. Those responding to the CompTIA survey indicate that they have moved to an omnichannel approach to customer engagement in the last few years. A majority of companies in the overall economy report customer experience as being even more important than the product or service sold. So, how does omnichannel change the customer experience? Business Benefits of Omnichannel Each interaction with a customer leads to that customer’s perception of the customer experience. Are they able to communicate with your company the way they wish? Some enjoy a self-service approach and having multiple easy ways to connect with you. Omnichannel, in a nutshell, is integration between distribution, promotion and communication on the back end, which allows an agent and a customer to stay connected through different phases of the customer cycle, from initial contact to renewal. For example, in a call center, an agent can take a call from a customer, look up preferences from...
