"The historic challenge for leaders is to manage the crisis while building the future.” —Henry Kissinger
The COVID-19 pandemic has upended how organizations work and operate. From remote working environments to radical spikes in volumes, it has forced a reckoning for every business.
The one term that has surfaced the most amid this unprecedented crisis is resilience. COVID-19 has accelerated enterprise interest and adoption of cloud. IT organizations leveraging cloud are able to adapt better to the current crisis because they can easily scale and continue to deliver services. Those that have taken more constrained approaches have had challenges.
In the new world that is emerging, business continuity shall depend on technology that advances IT resiliency, empowers remote workforces, and creates new experiences. Through the transformative power of Cloud, we can reinvigorate customer engagement and help organizations re-imagine their business models.
Organisations have weathered the storm of 2020 but many have not changed their business models. In six simple steps, ISG can outline the plan business needs to take to get ready for the new way of working. We live in a world with the digital capabilities of 2021, the social mobility of the 1950s and yet we need to plan for the future. This session will bring to life the key building blocks that ISG suggests all organisations need to understand in order to flourish in the post pandemic world.
Advancements in Technology and ever increasing customer needs, coupled with new ways of working brought on by the global pandemic has resulted in a transformation in the way the agent needs to complete there role, but what are the technology enhancements that need to be considered to provide help, support and automation in the future – Listen to ISG's Wayne Butterfield as he explains more
Digital Workplace is evolving at a rapid pace, more so due to the pandemic. Organizations have to adapt their working model too and swiftly embark upon digital transformation initiatives, that were otherwise planned for a phased deployment. Its about agility and driving velocity of change to meet business needs, now. Tech Mahindra’s future of workplace strategy, WorkplaceNXT, allows organizations to be digitally nimble and successful to maintain a competitive edge, both during and post-pandemic as workplaces gradually reopen. WorkplaceNXT encompasses leading and evolving trends in the digital workplace solutions, coupled with thought leadership in niche areas that provide a blueprint helping organizations accelerate their digital transformation journey. Come, join us for an exciting session to find out, how Tech Mahindra can help balance your digital transformation initiatives driven by business needs on one hand whilst focusing on robust user experience and rapidly evolving trends on the other.
Consumers can be grouped into several main groupings – the greatest generation, baby boomers, gen x, y (millennials), and z – and catering to them all at once can be challenging. Each have their own needs. Clearly, millennials want to use their phones/devices to do as much as they can. That can’t always be said for all generations. Companies have to strike a balance as they accommodate different customer groups. At the same time, companies have to carefully consider what is automated and internet-enabled, so they don’t lose the competitive edge that human interaction can often provide.
The workforce of the future will be much more highly digital. This means that they will either be connected gig workers, remote collaborative workers or office based workers who all need to connect to themselves and their customers. The office of the future also needs to be digitized. COVID-19 has enabled a new way of working and now as we head back to office, the workplace needs to adapt. Smart facilities, connected employees, AI and augmented capabilities into work spaces will drive a healthier and "less touch" office BUT also to be considered are capacity planning and management, the flexibility to choose and of course the inclusion of the home as an office given 2020 saw 700 million new offices pop up. We may now be working in a hybrid world which means we need to ramp up digital in the workplace as well as the workforce.
Revival is on the cards and businesses globally are all set for an inevitable re-bound. The one important question is – WHAT DO BUSINESSES NEED – FOR TODAY AND TOMORROW?
The answer is simple – business has to continue, better than normal, better than good, better than ever before! Simply put, THAT is the voice of the customer.
Decoding that voice of the customer, is all about shifting gears to newer ways of working, with increasing reliance on digital mediums and channels, accelerating new product / service launches and building future-ready talent. As the end-customers increasingly prefer touchless transactions and rely on digital, organizations would have to re-think their ways of engagement with buyers at the right time and through their preferred channels; re-model business processes around customer behaviors and not the offerings; understand value from the customers’ perspective; and look at re-designing the entire supply chain around the customer.
The good news is – it’s doable! With analytics evolving to the level that it has, AI / ML being in perfect sync with human intervention and automation, and the ‘digital-first’ mindset taking centerstage, brands across the globe, regardless of the industry, can be assured of brighter times.
Customer experience (CX) itself, as a focus area in organizations, has seen dramatic evolution during the pandemic era. Customers’ perception of brands and products today is markedly different from the pre-COVID world. This has meant that the customer-brand relationship has permanently changed, compelling businesses to re-establish trust in the new normal. A digitally driven CX strategy with the right balance between automation and human judgment can help companies pre-empt changing customer needs and design the right Customer Experience (CX), thereby instilling the much-needed trust in brand relationships.
In many meetings, we share with our clients, we listen to rather similar experiences: if only the business would have invited us earlier. And we hear the other end of the story: how could that have happened, that
• our data have been kidnapped
• core IP has been stolen
• we are blackmailed for personnel client data from out of our sources can be published
• or serious amounts of money disappeared via digital routes.
To avoiding those cybercrime effects it requires that the unequal twins meet at the same table, early enough to agree on effective measures armouring the company as a whole, the concrete business initiative and the human as the weakest subject of attacks. Join ISG's Roger Albrecht to learn
1. Why to Involve the CISO at earliest stages of any digital journey allowing him to provide enabling advice.
2. How to make Cybersecurity a building block of conceptualization, development and implementation.
3. When to make Cybersecurity investments - at the beginning pay out, latest when databreaches can be avoided
Covid-19 has radically changed the way we live and work for over a year by now, both on a social and a professional level. Additionally, businesses or even industries might fear bankruptcy. Can we get ‘back to normal’ after the pandemic, with everything returning to how it was before Covid-19? Probably not. Besides changes on an individual level, the situation showed how platform business models thrived in comparison to traditional business models. What made platforms so much more able to react to the pandemic? And what can we expect our economies to look like when the pandemic becomes a thing of the past?
Enterprise focus on cybersecurity has increased as companies have had to embrace digitalization, the Internet of Things (IoT) and Work From Home (WFH) models. Organizations are constantly under attack, and regulatory authorities are strengthening laws to protect data. WFH models have greatly expanded the attack surface. Internal risks are also increasing because of factors including a lack of employee education about information security, and increasingly sophisticated attacks. What additional security challenges do you face as your organization adapts to a new way of working? Our panel of experts will discuss: o What employee training is needed to align security, risk, and productivity? o Where and how should you invest in security measures? o How can machine learning and AI be applied to security? o What types of cyberattacks are occurring? o What are best practices to ensure businesses and individuals stay as secure as possible?
To accomplish the Digital Journey, enterprises are frog-marching towards Multi-Cloud Model or even further. Public Cloud options become an essential component as part of the cloud adoption Journey, but have their stumbling stones. Organizations are now searching for the answer of how to accelerate and optimize cloud adaption. The main questions question are – how to move workload, how to set-up the cloud operating platform and what to do with their DC assets and workforce. This panel of experts will discuss - o What are the options to move to the cloud? o What are examples of cloud adoption strategies? o How can SIs help with the could adoption and challenges? o What is the right balance between cloud and traditional hosting? o Ways to avoid Vendor Lock in the cloud? o What is the Best Practice Set-Up for the Eco-System?
If cybersecurity is often the afterthought in organisational strategy and planning, then dealing with user awareness and training is typically the afterthought within cybersecurity itself. Despite a pandemic that led to an increase in home working and a corresponding need for related policies and awareness to be provided, evidence suggests that the situation is unchanged or even worsened. Meanwhile, incidents continue to occur and people continue to be blamed, despite often being unsupported to do any better. This talk will examine the issues that ought to be covered to enable basic cybersecurity literacy, but which are often overlooked, neglected, dismissed or mishandled. It will also illustrate how guidance needs to be meaningfully aligned to users’ needs and why relying on them to solve it for themselves will generally lead to a false sense of security.
What do you need to know about producing a Multi-Vendor Cloud RFP? Learn how Amadeus developed a highly engaged project team and aligned culture and communications to orchestrate a cloud RFP. What did they learn? What did they already know? How can you apply this to your own sourcing?
Many organisations have difficulties in identifying the true value that IT generates for the broader business. Traditionally, measures of IT’s effectiveness and efficiency have been introspective. What was the availability of a particular system? What is my IT unit cost per device? In this session, ISG will discuss means of demonstrating how Digital initiatives drive business outcomes, and which metrics can empower leaders to evaluate investment decisions that could help differentiate your firm from the competition.
Strong IT capabilities are a competitive advantage in the era of digital transformation, with an increasing demand for an operating model that
fosters innovation through business/IT integration and enables synergies on enterprise level. A holistic approach to the IT setup is key, following the idea of centrally orchestrating but decentrally executing IT. The interplay between the decentral units and the central orchestrator heavily relies on seamless collaboration, continuous communication and alignment, supported by clear mandates and governance. In this session we guide you through the concept to implement an orchestrated and business value-driven IT. In this session, you will learn:
1. What is the future role of IT within an enterprise?
2. How to foster digital innovation through flexibility without sacrificing synergies through standardization?
3. Key design principles for central orchestration & decentral execution of IT
Smart building and cities are associated with higher productivity and active contributors to economic efficiency. There are a number of state sponsored i.e. the European Commission Smart Cities Marketplace and other private initiatives that have elaborated on this topic but these are not focused on enterprise customers. Learn how enterprise customers can tap into this trend and make more effective workspaces for their employees by using existing technologies.
In the digital age, the collaboration between business departments and IT is a crucial success factor for delivering valuable outcome and performance. This requires an organizational setup to establish IT as a competitive edge with an orchestrated and business value-driven IT setup. But how to focus on business outcomes? And what does that mean for standardization, security, and costs across the foundational IT setup? These questions will be answered in this session. 1. What are the key success factors to implement an orchestrated IT setup across multiple business segments? 2. How can you prevent to build new barriers between decentral business segments and the central organizer? 3. What are common patterns to define responsibility between business segment IT and central IT?
As populations and urbanization rise in the coming years, many cities may turn to technology and advanced networks to help them manage resource constraints. The accelerated development of new technologies including 5G, AI, cloud, and edge computing is helping to drive the evolution of IoT Smart City Solutions, making everyday tasks easier and more efficient, while relieving pain points related to public safety, traffic, and environmental issues. Hear our panel of experts discuss why it has never been more crucial to make cities and businesses smarter, more efficient, and sustainable and what your next steps should be.
Almost every industry is working towards connecting the digital and real worlds to make daily life safer, smarter, faster, and better. Driving this transformation are revolutionary technologies like 5G, IoT, AI/ML, advanced analytics, cloud etc. Smart X solutions gather consumer data, picks up patterns, and analyses the data, to determine faster and more efficient ways to achieve the desired outcomes, and alter responses accordingly. Across industries, there is a lot of focus on optimizing resources, increasing productivity and provide comfort and safety to end consumers with connected ecosystem. Smart products and solutions when implemented right, can address these business needs and drive transformation to achieve the desired outcomes.
Join this session by HARMAN to understand how Smart X solutions are digitally transforming the smart transportation, smart factory, smart buildings and smart health domains and transforming everyday experiences for our customers.
5G has the potential to transform our economy. It will fuel the development of innovative business models across multiple verticals ranging from industrial and automotive, banking and financial Services, and of course the public sector with transportation. It is an opportunity for industry, society, and individuals to advance their digital ambitions, using 5G as a catalyst for innovation. Hear from ISG’s Jon Harrod as he discusses the applications across different sectors and the ways that you should consider 5G for your organization.
Sharing and managing data across organizations can create value far beyond what would be accessible to individual organizations. These powerful data ecosystems can be used to better understand a customer or operate more efficiently along the value chain. In the session, “ISG’s thought leader for “Cognitive and Analytics” will discuss the concept of data ecosystems, elaborate on how data ecosystems provide value and outline the most critical success factors to leverage them.
This panel discusses critical actions to fully leverage the potential of data ecosystems (1), as well as common challenges along the way (2) to establish an effective data ecosystem. A particular focus is set on data ecosystem security (3), as this is a critical component of a successful data ecosystem implementation. The following questions will be discussed:
How do we exchange data among partners in the ecosystem?
How do we scale an ecosystem while remaining flexible?
How can we define data domains and storage?
Who owns and is responsible for the data in an ecosystem?
How do we ensure the reliability and integrity of your data ecosystem?
How do you ensure that the data within the ecosystem is un-biased?
How do we implement appropriate security in the data ecosystem?
How do we manage identity and access (segregation and separation)?
ENEL, the multinational utilities company who are driving the development of renewable power globally, is one of the key leaders in digital transformation. Carlo Bozzoli, GlobaL CIO of ENEL, will discuss the transformation pathway which has lead them through international growth, and provided them with a foundation for an agile and data driven way of working that demonstrated to be highly resilient during the Pandemic. Carlo will talk us through how technology will take them into the future, supporting the ENEL vision for increased business flexibility and improved collaboration in a re-thinked office and remote working environment.
Rapid technological advancement makes digitally operationalising strategic intent possible. But, approaching CX transformation as a technology project leaves many organisations disappointed - the latest BCG research shows that 70% of digital transformations fall short of their objectives.
In this session, Sitel Group® explores why transformation must look beyond theoretical CX design. Learn how technology, data, process and organisational change come together to rethink the experience and unlock value in the places and spaces where consumers naturally interact with your brand.