Reinventing Customer Service

We live today in an era of disruption, a world where new ways of thinking are re-inventing markets and providing exciting new solutions to old problems.

Our world is currently undergoing several transformations, all converging at once and occurring simultaneously, forcing disruption and change.

First, we’re seeing a digital transformation process under way, a general term that encompasses a profound and accelerated transformation of business activities, processes, competencies and models to fully leverage the changes and opportunities of digital technologies and their impact across society in a strategic and prioritized way.

The digital transformation is powered by an unprecedented data transformation , the way that organizations and individuals mine, process, understand and take action on data, using the growing power of Analytics and Artificial Intelligence machine learning capabilities, that are becoming more and more powerful, userfriendly and ubiquitous.

These transformations are contributing to another change in landscape, that is already happening, workforce NICE Enterprise Portfolio Reinventing Customer Service transformation. We’re seeing big changes in the demographics that make up our sales force, the changes in expectations that this new sales force brings and the transformations that are required to maintain our workforce engaged and motivated.

Finally, we are seeing a major infrastructure transformation that is also a major business paradigm shift, with the move to the cloud. We’re seeing this transition across industries and more importantly we’re seeing this as an inevitable change on how services and applications are consumed, paid for, and maintained.

All these transformation are forcing new market forces to reinvent their relevant spaces.

But what’s common to all these reinventions is the simple idea behind them: It’s about gettingdown-to-basics, stripping down each of the relevant domains to its most basic elemental components, and then introducing a novel way to use these basic elements in a new configuration, providing better results.

In our world of customer service, the elemental components of our world are our CUSTOMERS, our WORKFORCE and the OMNICHANNEL touchpoints that are used to connect them.