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Even post-pandemic, digital transformation will become more bullish

even post-pandemic, digital transformation will become more bullish

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When companies helped employees adapt to remote work, they helped customers in the same way. 
Gail Evans, chief digital officer of Mercer, turned her attention to customer experience because they’re more like “episodic interactions,” she said, speaking on a panel hosted by MIT Sloan CIO Digital Learning Series Wednesday. Evans expects those snapshot interactions to stick post-pandemic. 
“People have shifted in their orientation toward the ways in which they want to interact with your businesses. They expect things that weren’t expected before,” like contactless interactions, said Renee Gosline, senior lecturer and research scientist at MIT Sloan School of Management, while speaking on the panel. 
The companies that shifted their processes to the 2020 customer and that can maintain those expectations indefinitely, will not only withstand the pandemic, but thrive on the other side of it. 

When people are in distress, it’s human nature to lean on automatic processing; it gives people a sense of control when there is none, a sense of agency, more time, and support, according to Gosline. The pandemic is a pressure test for companies to sustain customer loyalty. Technology is the only way to ensure sustainability. 
AI is an avenue to meet customers where they are — a …

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Digital transformation will be key to ensuring survival of theatre industry during coronavirus, research shows

digital transformation will be key to ensuring survival of theatre industry during coronavirus, research shows

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Credit: Unsplash/CC0 Public Domain

Digital transformation will be key to ensuring the survival of the theater industry during coronavirus because people are willing to pay to see shows online, new research shows.

Virtual performances can help theaters to keep functioning in lockdown or when outdoor performance is not possible.
Around three quarters of those who responded to a new survey said they would purchase tickets to watch a live Zoom theater production at any time, even when theaters were re-opened.
Audiences said participating in Zoom performances made them feel part of a community and provided them the opportunity to do something with friends and family. They also said it reduced feelings of isolation and loneliness.
The research, by Professor Pascale Aebischer and Dr. Rachael Nicholas, from the University of Exeter, was funded by the Arts and Humanities Research Council as part of the UKRI COVID-19 Research and Innovation funding.
Experts have analyzed the lessons learned from the successful digital transformation of Oxford’s Creation Theater and its co-production with Big Telly of “The Tempest” on Zoom earlier this year during lockdown. Academics surveyed thirteen administrative and creative staff involved in the production and analyzed 93 responses to an online questionnaire sent …

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AirAsia accelerates digital transformation with robotic process automation in partnership with JIFFY.ai – EnterpriseTalk

airasia accelerates digital transformation with robotic process automation in partnership with jiffy.ai – enterprisetalk

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AirAsia Group is accelerating its ongoing digital transformation journey further by implementing robotic process automation (RPA) in collaboration with Silicon Valley and India-based enterprise automation platform JIFFY.ai.
Chief Transformation Officer Azli Mohamed said the implementation of RPA followed a review of AirAsia’s internal processes and workflows, which showed that business process automation can be done easily with the right tools in place.
“At AirAsia, we continuously seek to push the boundaries of innovation. RPA will allow our workforce to automate mundane and repetitive tasks, which will free up valuable time to focus on other tasks that require thinking and experience-based judgment.
“RPA will enable us to increase productivity, reduce errors and redeploy resources to higher-value functions. All these benefits will ultimately translate into sizeable cost savings and top-line revenue growth.”
AirAsia has appointed India and US- based JIFFY.ai to initiate its RPA adoption, which began in May 2020. The implementation leverages JIFFY.ai’s artificial intelligence (AI)-enabled automation platform, which brings intelligent automation, intelligent document processing and analytics together in a single solution.
Read Also How RPA will drive efficiencies in Enterprise
“We are delighted to have been chosen as the partner for AirAsia to help them …

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Panoply wins two digital transformation contracts from HM Land Registry

panoply wins two digital transformation contracts from hm land registry

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Panoply wins two digital transformation contracts from HM Land Registry. (Credit: Gerd Altmann from Pixabay)

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Technology-enabled services group Panoply Holdings through its subsidiaries FutureGov and Notbinary secured two digital transformation contracts from HM Land Registry.
The two contracts were awarded to FutureGov and Notbinary after separate bids placed on the Government’s digital marketplace and are valued up to £3.2m and £1.6m, respectively.
Panoply stated that the contracts are already accounted for in forecasts and are expected to be up to two years.
Panoply CEO Neal Gandhi said: “To win both bids and secure contracts worth up to £4.8m shows that our approach of bringing together experts across the full spectrum of digital transformation services is resonating with clients.

“In this case, HM Land Registry know that they have world-class experts in user-centred design as well as product management yet in a single group that has proven its ability to work to bring those two workstreams together as required to deliver an end to end service.”
Under the contract, FutureGov will serve as the client’s user-centred design research and capability partner …

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Creating a robust data foundation for digital transformation

creating a robust data foundation for digital transformation

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There is no one-size-fits-all approach to digital transformation – but data transformation, using trusted information to learn about products, customers and competition, should be part of any company strategy, says Peter Ruffley, chief executive of Zizo
How many digital transformation strategies will ever extend beyond the boardroom? What, in effect, do they really entail? Digital transformation is being merged with the Internet of Things (IoT), machine learning, even Artificial Intelligence (AI) to create an unmanageable, unfocused concept of “doing things better” without addressing the fundamental, underpinning essence of that change: the data.
With so many innovative technologies coming to the fore, it is easy to get distracted but organisations need to focus on the core objectives; what is the point of increasing the amount of data collected if the business does not have complete trust in that data? Why make data look visually appealing if people still won’t use it to automate processes and decision making? If individuals are not prepared to accept that data resources enable better decision making than intuition, a business cannot be digitally transformed – however much it has expanded its connection with customers, suppliers and partners.
Data transformation should be a key part of any company …

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New HEDIS Measures Pave The Way For Digital Transformation | OPEN MINDS

new hedis measures pave the way for digital transformation | open minds

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A few weeks ago, we covered the announcement that the National Committee for Quality Assurance (NCQA) adjusted 40 Healthcare Effectiveness Data and Information Set (HEDIS) measures—in response to the surge in telehealth during the pandemic (see NCQA HEDIS Quality Measures Adjusted For Increased Telehealth Use In Pandemic Crisis). The adjustments, published July 1, will go into effect in 2020 and include eight measures related to behavioral health—medication adherence, follow-up care after hospitalization or emergency department visits, and monitoring of co-occurring medical conditions in consumers with serious mental illness. For each measure, the updated guidance specifies how telehealth visits can be used and what will be included and excluded in the measure’s denominator and numerator. Most importantly, NCQA removed restrictions on video visits and now recognizes a video visit as the same as an in-person visit.
The new adjustments by NCQA do not change the key performance measures that payers—the Centers for Medicare and Medicaid, states, and health plans—require provider organizations to report. Payers will continue to look for the basics—access to care, resource utilization, the experience of care, and the effectiveness of care. The key performance indicators—readmission rates, ambulatory care follow-up after hospitalization, utilization, consumer engagement …

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COMMENTARY: Accelerating the pace of automotive retail’s digital transformation

commentary: accelerating the pace of automotive retail’s digital transformation

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The coronavirus outbreak will finally accelerate the growth of online purchases within the automotive industry.

Today, the march to digital is still taking place at a surprisingly restrained rate. Over the last few weeks, I’ve spoken with 50 car dealerships and only three felt that their digital efforts were meaningfully driving online sales results.

The potential is there, but still underrealized. The recent MAX Consumer Insights: Covid-19 Impact Survey indicated that a solid 86% of customers were still heading to the dealership to buy a vehicle.

When will it change and what will the actual adoption curve look like? Past estimates are not that far off yet.

A January 2019 McKinsey & Company study had estimated that online purchase for used cars had the potential to grow from 6% to 25 to 50%, while new car sales would grow to roughly half that from zero percent to 10 to 25%.

They expected that used car sales would double from 6% in 2109 to 12% in 2020. Our own annual dealer survey was similar. Dealers indicated that 15% of their vehicle sales were delivered outside the dealership.

In 2025 they expected their sales delivered outside the dealership to be 34%, and 47% in 2030. We didn’t ask them to imagine beyond the 10-year horizon, but if we …

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Addressing full digital transformation challenges

addressing full digital transformation challenges

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We’re all digital workers now, but the COVID-19 effect is unlikely to miraculously enable full large-scale digital transformations. The specter of future crises should.Are we witnessing changes that will fizzle out when we go back to a more “normal” way of working or is this a more profound evolution? This is the million-dollar question.By now, you may have heard the joke circulating on social media.Who accelerated your digital transformation: your CEO, your CDO or COVID-19?There is a genuine perception among some that the pandemic has allowed companies to leapfrog complex, lengthy and arduous stages of digital transformation in a matter of weeks.There is some truth in this. Anyone who has tried to introduce new digital tools as part of a transformation will be all too familiar with the adoption challenges and internal resistance.Well, the pandemic has done what few executives could — and in a fraction of the time.We all now use digital tools because we have to and because they work, whether it is video conferencing meetings with Zoom, organizing work with Microsoft Teams or sharing files on Dropbox. The number of Zoom users, for example, rocketed from 10 million in December 2019 to 200 …

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