Digital reinvention

Smarter Business Review stories about digital reinvention

To improve customer experience, agents need a new best friend: AI

Written by Shobhit Varshney | February 24, 2020 | AI, Business transformation, Digital reinvention

Customer service representatives (CSRs) are the face of your brand; skilled and empowered reps are essential to improve customer experience and enhance consumer loyalty. Whether customers walk into a retail store where brand reps help them compare products, make recommendations and deliver a personalized sales experience — or speak to a call center agent to more

A field guide to managing hybrid IT complexity

Written by Dominik Bredel and Andreas Graef | February 12, 2020 | Cloud, Digital reinvention, Manage cloud

It’s a given that digital technology is dominating today’s business. Whether you follow the news, analyze stock markets or talk to industry experts, digitalization is disrupting many business models and will continue to do so. Based on analysis conducted by the World Economic Forum, more than 60 percent of the global GDP will be digitized more

A storm is brewing for U.S. banks

Written by Nils von Zelowitz | February 10, 2020 | Business transformation, Digital reinvention, Financial services

For the past decade, return on equity provided by banks has been flat and far below historical averages. Profits and revenue are stagnant. Banks must innovate and reinvent to find new ways to grow. The path to success is driven by placing focus on prospects and customers — and forging new value propositions for customers. more

Shaping the future of the Cognitive Enterprise

Written by Mark Foster | December 20, 2019 | Business transformation, Cognitive enterprise, Digital reinvention

The next generation of the Cognitive Enterprise is evolving in real time – some may say at warp speed. Two years ago, the debate centered on whether incumbent companies facing disruptive upstarts in their industry could survive. Those incumbents were starting to fight back — experimenting with business platforms that combined their data and the more

2020: The year of the intelligent, AI-driven technology support model

Written by Carol Zichi | December 13, 2019 | AI, Digital reinvention, Journey to cloud

2019 provided a steady stream of information and discussions about the rise of the digital workplace and the potential of cognitive and AI to optimize the worker experience. Forces of change in the workplace are undeniable, with every aspect of our work lives becoming digitized: By 2021, 68 percent of large enterprises believe that a more

Digital reinvention for insurance: Differentiating through IoT, analytics and UX

Written by David Kwon | December 10, 2019 | Business resiliency, Business transformation, Digital reinvention

No matter how good your customer experience is, it can always be better. Financial services organizations have invested heavily in digital experience for many years, with focus on experience design, predictive analytics and the Internet of Things (IoT). Although successful, the efforts have been mostly siloed, tactical and (at worst) no longer differentiating. A major more

This digital transformation enabler may suprise you

Written by Kevin Jackson | November 26, 2019 | Digital reinvention, Manage cloud, Multivendor management

Hint: It includes rethinking how your team spends its time more

Forging human connections for next-generation customer experience

Written by Carole Irgang | November 25, 2019 | Business resiliency, Business transformation, Digital reinvention

Deepening and creating a relevant human connection with consumers has become one of the top marketing industry trends and priorities. Technology has empowered consumers and increased their expectations for a superior customer experience across multiple platforms. This shift has made understanding people on deeply personal, emotional and cultural levels essential for marketers trying to break more

Activate your CX North Star by focusing on enterprise experience

Written by Billy Seabrook and Carolyn Baird | November 21, 2019 | Business resiliency, Business transformation, Digital reinvention

“Making the world a better place,” as parodied by HBO’s popular TV series, Silicon Valley, is not a brand purpose. Especially in today’s virtual environment, companies realize that their brand needs to stand for something beyond just the transaction. Instead of a lofty, vague, and essentially meaningless sentiment, a brand purpose needs to be brand-authentic, more