Over 70% of CX leaders struggle to design projects that increase customer loyalty and achieve results. This is especially troubling, considering that the report also indicated that CX drives over two-thirds of customer loyalty, outperforming price and brand combined.
Today’s customer journeys are much more complex with multiple lines zigzagging about to move customers from discovery to the final purchase. And even after the purchase, their journey is still continuing.
Field service hasn’t been immune to the COVID-19 pandemic. Many on-site service jobs were canceled or deferred for months due to safety mandates, travel restrictions, and customer concerns. As a result, some field service organizations have had to halt operations and reduce resources.
As companies try to adapt to the new reality, we expect to see strong enterprise COOs play an increasingly prominent role. In our ongoing dialogue with forward-thinking supply chain organizations, leadership teams have consistently expressed interest in elevating the function to become a true strategic partner to the enterprise.
The COVID-19 crisis has put the spotlight on supply chains like never before, and the average shopper now realizes that the lack of their favorite product at the local drugstore is a result of breakdowns across an intricate global network.
Onboarding has always played a key role in helping employees make a successful transition to your organization. The COVID-19 pandemic raises concerns that many HR organizations have never dealt with before, whether it’s remotely onboarding newly hired employees or employees returning to the office after months of remote work.
A recent global survey on which I collaborated with Oracle suggests that HR is right up there with the most analytical functions in business — and even a bit ahead of a quantitatively-oriented function like Finance.
There are two realities for today’s human resources (HR) departments:
In the first, HR is on the cusp of major change, adopting technologies
that automate tedious systems and transform how employees are
managed. In the second, HR is still mired in administrative tasks
and paper applications, preventing HR professionals from becoming
strategic and stalling the shift to modern HR.
Human Resource departments had a difficult job prior to the pandemic. In 2019, more than 50% of HR leaders struggled to ensure that employees had the skills necessary to navigate an increasingly digitized workplace. But, admittedly, this “future of work” had always seemed a safe distance ahead — far enough, at least, to thoughtfully prepare for.
To stay relevant and attract top talent, many companies have developed recruitment marketing programs to build their brand beyond the services and products they offer. Recruitment marketing is a combination of outbound reach out to marketing channels and inbound accessibility, both of which offer a view into how a company operates. Channel effectiveness depends on the industry, but as applicants become more technology-savvy, it also requires a combination of finesse and the right tools.
Enterprise resource planning (ERP) platforms are arguably the most important applications in a company’s data center. The core modules range from financial and order management systems to supply chain planning and human resource management. In short, if the ERP platform goes down, orders can’t be booked, invoices can’t be paid, and business grinds to a halt. This high-risk proposition helps explain why enterprises need a compelling reason and an airtight business case before upgrading their ERP system and incorporating the project in a digital transformation strategy.
With the business landscape under constant and rapid change, companies need a stronger focus on the connection between business strategy and workforce strategy. Business leaders must constantly reevaluate their talent to ensure they have the skills needed for an ever evolving environment.
As difficult as these times are, imagine experiencing the pandemic without reliable on-demand internet network bandwidth and data storage. At Western Digital, one of the world’s largest data storage infrastructure companies, we worry about solving those challenges, so you don’t have to.
For the 4th year in a row, Gartner has named Oracle ERP Cloud a Leader in its Magic Quadrant for Cloud Core Financial Management Suites for Midsize, Large and Global Enterprises. We’re thrilled to make this report available to our readers with our compliments.