Connection

Referenced article: https://www.forbes.com/sites/startswithabang/2018/12/23/this-is-how-santa-claus-can-deliver-presents-to-the-entire-world-in-one-night/#7f32f3c23084

In today’s enterprise, CIOs are responsible for managing innovation and must balance the rate of change with the impact of taking on and adapting to new roles and responsibilities. They also have to focus on the top line and increase revenue, create better customer experiences, and improve employee productivity. Today’s CIO manages the delicate balance between technological innovation and the costs of doing so. In this podcast, RingCentral CIO, Trevor Schulze, and Connection host, Robert Murphy, discuss how to reframe the approach to innovation at an individual and organizational level in a way that will prepare CIOs, IT teams, and businesses to adapt and take advantage of what is coming next.

The design of the applications your business relies on can make or break your employee’s focus, productivity, and day. When you use thoughtfully designed, elegant tools, you provide the best opportunity to get the job done. But what does it take to bring an optimal employee experience (EX) to life? Today’s user experience (UX) design process is a rigorous approach aligned closely to the scientific method. In this episode, Robert Murphy is joined by RingCentral’s Vice President of User Experience, Michael Peachey, to discuss the four principles designers use in order to make the most of our digital interactions. Learn how designers: * Develop the spark of an idea into a working concept * Understand and articulate the real problem * Eliminate the role of ego in projects * Develop a testable hypothesis

What if the critical decisions we make in the workplace are simply assumptions? What if the significant gains in performance and revenue were held back by overlooked aspects of business operations? When the topic of poor CX comes up, it is often seen as a function of agent behavior or long phone trees. That can absolutely play a part. But the story is not always what it seems. In this podcast, Jon Arnold from JArnold and Associates and Robert Murphy discuss how the right technology can improve interpersonal dynamics between agents and customers, and agents and coworkers.

The relationship between customers and businesses has changed dramatically in recent years. Today brands can’t bank on customer loyalty. When customers receive poor service, they won’t think twice about moving on. The data shows that customers have stopped doing business with brands an average of four times in the past year after a bad customer service experience. If losing a customer due to a poor experience isn’t bad enough, there’s also the issue of negative social media and online reviews. One recent study shows 92% of dissatisfied customers in today’s digital age are more likely to air their grievances in public forums and social networks, hurting a company’s brand and impacting overall market and customer perception. A simple negative comment, if left unaddressed, can balloon into missed opportunities. In this podcast, host Robert Murphy and guest Julien Rio discuss the four most common types of missed opportunities and what can be done to ensure your business is protected. If you have ever doubted that the smallest customer service problems can have tremendous consequences for your business, you’ll want to listen to this podcast.

Additional resources: https://www.ringcentral.com/blog/3-ways-highly-regulated-industry-can-achieve-compliance-with-ai-and-cloud-communications/ https://www.cnbc.com/2019/04/03/ibm-ai-can-predict-with-95-percent-accuracy-which-employees-will-quit.html https://www.law.com/corpcounsel/2019/03/18/the-impact-of-artificial-intelligence-in-the-workplace/?slreturn=20190612123856 https://www.cnbc.com/2019/04/15/employee-privacy-is-at-stake-as-surveillance-tech-monitors-workers.html https://www.gartner.com/smarterwithgartner/the-future-of-employee-monitoring/ https://www.economist.com/special-report/2018/03/28/there-will-be-little-privacy-in-the-workplace-of-the-future https://www.fastcompany.com/3026715/the-science-behind-your-ideal-work-environment

Additional Resources: 4 Strategies Every Company Needs To Implement For Both Employee And Customer Experience https://www.forbes.com/sites/blakemorgan/2018/07/09/4-strategies-every-needs-company-to-implement-for-both-employee-and-customer-experience/#43d0395676cc The Engagement Equation: Engaged Employees + Engaged Customers = Business Profitability https://www.ringcentral.com/employee-engagement-customer-satisfaction-company-success

Meeting the needs of today’s customer is more critical than ever for companies. It’s not just about delivering exceptional experiences in order to establish a competitive advantage, it’s about providing exceptional experiences to the modern customer in order to meet evolving standards of service excellence. In this podcast, John Finch, VP of Contact Center at RingCentral is joined by Brian Solis, Principal Analyst Altimeter Group to discuss the changing nature of customer expectations and how digital transformation strategies are allowing contact centers to rise to the challenge today and tomorrow.