Today, workforce is highly mobile and geographically dispersed in order to be closer to customers, to enable flexible working environments, to reduce real-estate requirements, and to take advantage of global markets. However, being remote from each other can lead to delayed communications - telephone tag, voice messages, or not knowing who is available — leading to reduced productivity and impacting your bottom line. Enterprise Collaboration (EC) System holds a significant position in today’s digital age. The EC market is estimated to grow from USD 26.68 Billion in 2016 to USD 49.51 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 13.2%. The increased usage of mobile devices, and the growing need for improved enterprise efficiencies are driving the enterprise collaboration market. EC has seen continuous adoption in North America. Owing to increased focus on digital workplace transformation initiatives and the greater need for enterprise efficiencies, the market is in an emerging stage in Asia. A study revealed that increased productivity is the most important advantage of EC system, as cited by 60% of respondents. Besides increasing productivity and fortifying workplace relationships, EC plays an instrumental role in fuelling innovation and enhancing customer experience. Collaboration Technology and Innovation: EC system is significantly transforming the way businesses communicate in and outside the office. The modern workforce prefers using technologies that make their work easier and hassle free. The prolific use of mobile and cloud technologies have been driving innovation in the collaboration field, thus, transforming the face of communication. Collaboration cloud services along with mobile and real-time technologies are empowering the modern workforce to become collaboration system experts without the assistance of an internal IT staff. Executives are adhering to the following strategies to drive innovation through collaboration tools – Embed collaboration tools within business practices: By embedding collaborative technologies within business practices, using collaboration tools become a normal and customary part of the job for workers. For example, social workflow platforms offer a collaborative set-up to guide groups through a uniform work plan. Gradually, team members learn to use the collaboration platform to share updates, get approvals, carry out discussions, or hand off work. Mould the collaborative behaviours that propel results: Deploying collaborative tools in an organization is not enough. It is highly imperative for the management to get involved in change management activities to promote the utilization of collaborative tools. Enterprise collaboration is growing by leaps and bounds, and considering its advantages, several companies across the globe are utilizing EC systems to explore more innovative ways, so as to facilitate better communication with their workers and customers. Collaboration Technology and Customer Experience: Technology has empowered marketers as well as customers equally. The modern customer demands more and wants his voice to be heard. In order to survive in the market, businesses strive to satisfy their customers by looking for ways and means of improving business processes in a cost-efficient manner. Collaboration technology tools are highly essential for improving customer experience, which acts as a crucial aspect of any business. For example, if a customer is not willing to interact with the customer care executive of a company, they can opt for social media, web chat, or seek assistance on online forums to find out how other customers have solved similar issues. Thus, a large number of organizations are employing ground-breaking collaboration solutions to interact with their customers in different ways so as to improve customer experience. Collaboration technology enhances customer experience by— •Providing outstanding service to customers across multiple channels in a timely manner •Solving customer issues in real time •Strengthening customer relations •Providing new experiences to customers Collaborative tools facilitate interaction through social networking tools, web self-services, and video interaction which are used for communicating with customers to address their queries, solve grievances, and to get their valuable feedback. Similarly, some companies are exploring crowd sourcing platform to help customers seek the assistance of other customers, as and when required. In the digital era, businesses are becoming more customer-centric to provide their customers with the best customer experience. Collaboration technology provides businesses with the right channels so that they can reach out to each and every customer. However, the era of empowered customer makes the challenge of providing efficient customer service more complicated. Nevertheless, by leveraging cost-efficient collaboration platforms such as video communication or crowd sourcing, companies can successfully provide exceptional customer service, thus, enhancing overall customer experience.
|1900||Welcome address, CMR|
|1920||Roundtable discussion: Enterprise Collaboration in Digital Era
All invited guests
Moderated by Apalak Ghosh, Principal Consultant, CMR
|2030||Key takeaways & Closing remarks by all participants|
|2050||Networking Cocktails & Dinner|
Apalak Ghosh - Principal Consultant, Emerging Technologies Research, InfoTech Practice, CMR Apalak Ghosh heads the Industry Consulting Group at CyberMedia Research & Services. In this role, Apalak is responsible for overseeing development of reports, carrying out in-depth market assessments and forecasts on diverse areas like Cloud Computing, Analytics, Digital Transformation, IoT, Virtualization, amongst others. He is frequently quoted in the media on various ICT technologies. He carries forward his rich experience as Manager, Software and Services Research and Consulting Practice, IDC India. Prior to his current role, Apalak has worked with TNS India as a research analyst for two years, before which he was with TransAsia Solution Seekers, Indonesia as a consultant for a year. His experience spans across key research areas such as brand tracking, product / concept testing, quantitative and qualitative research, and consulting. He has a rich exposure to research techniques such as face-to-face and telephonic interviews, profiling and discussions with stakeholders across diverse industry verticals such as IT and Telecom, Consumer Packaged Goods and Automotive. Apalak completed his Master’s program in Business Administration from the ICFAI Business School, Bangalore. Apalak also holds a Bachelor’s degree in Computer Engineering from the Birla Institute of Technology (BIT).
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