What Does Elevated Communication Mean for Today’s Workforce?
Digital transformation impacts every aspect of the business — perhaps mostly to communication. By increasing collaboration and breaking down silos, communication is the foundation on which all other digital transformation initiatives are built.
Communication is becoming a differentiator and a competitive advantage. Businesses that are better at facilitating communication will be more creative and innovative, making them more likely to outperform their less collaborative and communicative competitors.
Here are the five disruptive technologies every company needs to focus communication on in the coming year.
While mainly known for its applications in digital currency, blockchain is also used to build the foundation of modern communication systems. As Unified Communications and Collaboration (UC&C) systems become more complex and regulated, blockchain-based solutions can help companies unify their communications and store everything on a common but private ledger. Blockchain-powered platforms will also give businesses the ability to monetize information, providing new sources of revenue.
2. Communications Platform as a Service (CPaaS)
CPaaS is designed to alleviate the issues that come from managing multiple real-time communication channels. Rather than requiring customers or employees to keep track of communications across separate, non-integrated channels (like video conferences, calls, chats and apps), CPaaS embeds communication into processes and workflows to make communication mobile, flexible, instant and contextual.
Mobile has been a key communication channel for years, but it has often been secondary to other channels like a company’s website or call center. But as mobile devices like smartphones and tablets overtake computers as the primary devices of customers and employees, companies will need to ensure that the CX and work experience is built mobile-first. This means prioritizing investments like mobile apps and collaboration software – as well as updating policies that give employees the ability to work anytime, anywhere.
4. Artificial Intelligence (AI)
Artificial intelligence (AI) and machine learning (ML) are already powering chatbots to deliver personalized and effective customer experiences across multiple channels and devices. By using AI to deliver a relevant, contextual and personalized experience through web self-service, mobile apps and virtual assistants, companies are able to reduce costs, boost customer satisfaction and increase human agent productivity, resulting in smarter collaboration.
5. Live Streaming
Employees have become more distributed due to remote offices and work-from-home policies. This makes live video meetings and events crucial to maintaining company culture and collaboration. Today’s live-streaming platforms make it simple to record or broadcast any type of meeting, from a simple video chat with a co-worker to a major all-hands meeting with thousands of employees. To ensure smooth live streaming, companies will need to pay close attention to network performance, while security policies will need to be put in place to ensure sensitive data doesn’t get broadcast out to the public.