{"id":642,"date":"2021-01-29T16:39:48","date_gmt":"2021-01-29T22:39:48","guid":{"rendered":"https:\/\/www.isis-papyrus.com\/blog\/?p=642"},"modified":"2022-05-30T12:12:03","modified_gmt":"2022-05-30T17:12:03","slug":"2021-is-the-year-of-transition","status":"publish","type":"post","link":"https:\/\/www.isis-papyrus.com\/blog\/2021-is-the-year-of-transition\/","title":{"rendered":"2021 is the Year of Transition: Hyperautomation and low-code, no-code"},"content":{"rendered":"\n
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The fight against the pandemic is not yet won, but with the vaccination striding ahead, businesses are starting to look forward to not only making up for losses, but tapping into new potentials while shaping the future. <\/p>\n\n\n\n

One thing is sure \u2013 no one goes back to the conditions that prevailed before the pandemic – the \u2018new normal\u2019 is going to be different.<\/p>\n\n\n\n

According to Gartner, top trends that will mark this year fall into three categories:<\/p>\n\n\n\n

1. People Centricity<\/h3><\/p>\n\n\n\n

COVID-19 triggered a tremendous growth in digitization – from digital front-ends and assisted customer self-service to new forms of working and large-scale automation backed by artificial intelligence (AI), machine learning (ML) and RPA. Low touch, digital and mobile have permanently changed interactions with customers, partners and employees, creating experiences that are more remote, distributed, mobile, and virtual. <\/p>\n\n\n\n

Your organization has most probably been working on multiple Digital Transformation initiatives across the board, such as expanding customer service channels and moving to Omni-channel communication or automating value delivery chains, and moving to the Cloud. <\/p>\n\n\n\n

Start talking to one of our experts or request a solutions demo today. <\/a><\/p>\n\n\n\n

The people centricity trends have focus on the most valuable asset \u2013 people. This includes Internet of Behaviors (IoB) to influence people\u2019s actions, and a Total Experience (TX) strategy to improve the experience of customers, partners and employees. Here, multiple components \u2013 customer experience (CX), employee experience (EX), user experience (UX) and multiexperience (MX) \u2013 are interlinked to create superior experiences for customers and employees.<\/p>\n\n\n\n

In terms of CX, it is primarily digital CX that is driving proactive customer engagement. With virtual options becoming the norm, customers have not only adopted a variety of digital communication channels, but are now using a blend of them even within a single business transaction. This poses a huge problem for organizations that still work in a siloed way – running different technologies and processes for different channels makes it really hard to respond quickly and consistently, and provide an end-to-end service to customers, regardless of where these ends might be. <\/p>\n\n\n\n

That\u2019s where the Omni-channel technology comes in. Omni-channel platforms<\/a> go beyond disconnected channels and support cross-channel and cross-enterprise transactions by connecting communications running across touchpoints, channels and devices into an end-to-end conversation, and linking data to a single customer case in real time.<\/p>\n\n\n\n

From an EX perspective, people must be made more connected, efficient and agile to thrive in the new virtual environment.This includes various means, such as digital collaboration, automated workflows, handoffs, and intelligent decisioning \u2013 all based on 360\u00b0 information available through Web, Cloud and Mobile \u2013 from anywhere to anywhere.<\/p>\n\n\n