Digital transformation is impacting every aspect of the business, but perhaps none more so than communication. By breaking down silos and increasing collaboration, communication is the foundation on which all other digital transformation initiatives are built.
In our 2019 Future of Business Communication eBook, we asked thought leaders from across the industry to explain how communication trends are impacting business performance, customer satisfaction and employee productivity. In each case, they observed that communication is becoming a differentiator and a competitive advantage; businesses that are better at facilitating communication will be more creative and innovative, making them more likely to outperform their less collaborative and communicative competitors.
The five disruptive technologies every company needs to focus communication on in the coming year include:
1. Communications Platform as a Service (CPaaS)
CPaaS is designed to alleviate the pain that comes from managing multiple real-time communication channels. Rather than ask customers or employees to keep track of communications across separate, non-integrated channels such as calls, video conferences, chats and apps, CPaaS embeds communication into processes and workflows to make communication mobile, flexible, instant and contextual.
While well known for its applications in digital currency, blockchain is also used to build the foundation of modern communication systems. For example, as Unified Communications and Collaboration (UC&C) systems become more complex and regulated, blockchain-based solutions can help companies effectively unify their communications and store everything on a common but private ledger. In addition, blockchain-powered platforms will give businesses the ability to monetize information, providing new sources of revenue.
3. Artificial Intelligence (AI)
AI and machine learning are already powering chatbots to deliver personalized and effective customer experiences across multiple channels and devices. By using AI to deliver a contextual, relevant and deeply personalized experience through web self-service, mobile apps and virtual assistants, companies will be able to lower costs, increase customer satisfaction, boost human agent productivity and power smarter collaboration.
While mobile has been a key communication channel for years, it has often been secondary to other channels like the website or call center. However, as mobile devices like smartphones and tablets overtake computers as the primary devices of customers and employees, companies will need to ensure that the CX and work experience is built mobile-first. This not only means prioritizing investments like mobile apps and collaboration software, but also updating policies that give employees the ability to work anytime, anywhere.
5. Live Streaming
As employees become more distributed thanks to remote offices and work-from-home policies, live video meetings and events will be important for maintaining company culture and collaboration. Today’s live-streaming platforms make it simple to record or broadcast any type of meeting, from a simple video chat with a co-worker to a major all-hands meeting with thousands of employees. To ensure smooth live streaming, companies will need to pay close attention to network performance, while security policies will need to be put in place to ensure sensitive data doesn’t get broadcast out to the public.
As organizations seek to compete, these new technologies will be key to elevating the communication experience. To learn more, download the 2019 Future of Business Communication eBook.