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Articles by John Stovold
What does 2019 have in store for customer experience?
Technology In 2018 it was predicted that voice would soon be dead, and robots would terminate the call centre workforce. Not only did these predictions not come true, but they also didn’t encompass the importance of the customer, and what experience they actually want; after all, we live in a consumer driven economy. With this in mind, Peter Tetlow, client solutions director, Ventrica, outlines 10 top trends for contact centres and the customer experience (CX) in 2019.
Embrace new technology. Or become irrelevant. Is your business ready?
Every business has a technology gap. The bigger the gap, the bigger the problem – but few sectors are going to experience the impact of new tech more than Finance and Accountancy. Preparing now for the inevitability of change is even more vital for these functions, and forward-thinking should be your strategic priority.
Finance has the most to gain from AI – are you ready? - Financial Director
If you ask Alexa, “what’s the meaning of life?” ‘her’ response is: “42” – a familiar reference to one of Britain’s favourite sci-fi classics, The Hitchhiker’s Guide to the Galaxy. It would have been a bit much for anyone to expect a digital home assistant to definitively answer this question, which has stymied the world’s greatest philosophers throughout the ages. However, Alexa’s clever, ironic answer shows how consumer AI is evolving to become that bit more ‘human’.
Financial expert to strategic partner: The evolving DNA of the CFO
The rise of big data, new tech, and digital media has seen the role of traditional CFO evolve significantly over the last few years. In addition to finance and accounting expertise, CFOs are on course to become multidiscipline strategists who can harness big data, curate talent and manage cyber risks within their organisations. In Q2 of this year, 49% of CFOs said increasing cash flow was their top priority in the next 12 months, while 47% said reducing costs was key.
What are the various enterprise risk models and software?
Companies often find themselves facing insurmountable pressures that appear to be closing in from all sides. From sweeping regulatory changes across key jurisdictions, to political uncertainty, rising overheads and data security. Organisations now live or die based upon their ability to clearly articulate how they identify their principle business risks, and subsequently ensure they’re capable of managing those threats as part of a strategic, controlled risk appetite.
Behavioural design is key to successful business transformation
Businesses today have the ability to be much more agile with how they transform and modernise their business. Cloud-based business software, delivered as a service, has changed the landscape by being available pre-configured and “out of the box,” guided by best practices, and can be implemented by organizations with minimal impact on the business. Only a third of change efforts are clear successes, 16% show mixed results, and half are clear failures.
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