MARCH 20208ENABLING COLLABORATION THROUGH ENTERPRISE COMMUNICATION TO MANAGE CHANGEBy Ankur Seth, Director, Maersk Global ServicesExperienced Director with a demonstrated history of working in the outsourcing industry, Ankur is skilled in service delivery, banking, CRM and business process improvementvery industry is going through fundamental change, some faster than the others. From the past we know almost 70 per cent organiza-tions don't survive. So, what distinguishes the survivors from the also ran? The answer is quite sim-ple and something most leaders intuitively know, it's how well the leaders steer their teams through disrup-tion while adapting to the market. It's all about Com-munication. It's not just external change though, even internally our workforce and their idea of a workplace is changing!In fact, work is no longer a place but what you do. This change in mindset has been largely brought about by Enterprise Communication and associated technologies. As the composition of our workforce changes with multi-generational, even distributed workforce with differing needs, Enterprise communication provides the backbone for teams to work seamlessly together. We have been using a suite of products in Enterprise Communication to connect and work like VC, Skype, IMs for a while now. Yet have we evaluated if these will serve any organization in an industry going through disruption?Before we go forward, let me clarify, this article is not intended as a critical think piece evaluating Enterprise communication architecture with desktop terminals, Voice, VoIP, CRM deep-dives. This piece puts the collaboration at the heart of the Enterprise Communications.So, how should a change leader evaluate their Enterprise Communication apparatus to enable collaboration? There are few key themes to keep in mind beyond just technology and the budget:1. Collaboration Enabled Through Enterprise Communication Catalyses Customers Experience: Customers keep our business going, yet they are also expecting more from organizations. On demand delivery, faster responsiveness, better resolutions, more choices and less touch points! Sounds a lot but these are key to customer experience management. A mere CRM and call centre doesn't cut it anymore. This requires a relentless focus on cross functional, cross team and geographies collaboration to deliver a consistent Customer Experience. Not if an organization wants to thrive in a marketplace dominated by technology heavyweights like Amazons, Google and Netflix!2. More is Not Less During Change: These days the phrase `Less is More' is quite famous especially in context of lifestyle/diet/driving large technology driven transformation with lesser human dependence etc. However, this is completely not effective for driving Designing an Enterprise Communication with Listening Architecture is often a game changer in change managementIN MY OPINIONE
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