Digital Transformation means different things to different companies. For some, it’s about launching new digital products; for others it’s about supplementing their physical products and services with digital companions. And for many companies, it’s simply about embracing new technology to be more efficient, more productive.
Common to all these visions of a digital future is the assumption that every company has established a digital workplace which supports these transformation efforts – a place where geographical-distributed workers can exchange ideas and knowledge whether they’re in the office or out of it, and from whichever device they choose.
Collaborative Process Management
In an ideal world, all the processes that power our businesses would be neatly defined and predictable with provision made for everything that could go wrong.
Of course, in the real world, there’s always something that can go wrong that you didn’t expect. Whereas the structured, predictable element of a business process is increasingly automated, exception handling continues to be where human knowledge and intelligence needs to be applied to resolve a problem.
Almost every organisation in the world has a set of processes that are too unstructured to be modelled rigidly in traditional Business Process Management tools, but too important to be left to chaotic email communication. We call these collaborative processes; they can also be characterized as people-intensive, decision-centric, knowledge-based processes.
In the early 2000s, everyone was talking about “knowledge management”. But over the years, it has been attracting less and less attention. This seems strange, because knowledge management matters more than ever.
The last decade has seen more and more of our communication, information and transactions moved online. Now, many organisations are embarking on major digital transformation projects to accelerate that. With the physical filing cabinet becoming increasingly obsolete, the need for better management of digital knowledge is obvious.
Customer Experience Management
Customers’ expectations of companies are changing. The “thanks for your email, we’ll reply in 7 working days” response simply isn’t good enough these days. Customers not only expect a faster response, they expect consistency across the many different channels through which they might make contact.
This has required organizations to improve the way they handle customer interactions, both before and after a sale. Such programs have become known as “Customer Experience Management”, often abbreviated to CXM or CEM.
Gartner define CXM as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy”.
So while the focus of CXM is on the customer interaction, it can have widespread implications for a company’s internal processes and technologies, and the way sales and customer service teams work together.
Bring Your Own App (BYOA)
With easy access to app stores, and a vast array of communication tools to choose from, it’s never been easier for small teams to pick a tool that they think will help them work more efficiently. While Bring Your Own Device (BYOD) is well-managed by most IT departments now, the dangers of this Bring Your Own App (BYOA) trend are much less well known.
Email, despite its many faults, usually meant you had one single place to go for all your digital communication. But as we’ve moved beyond email, our business communication has become more and more dispersed across different services.
So you might have one app for messaging, one for file sharing, one for task management, one for social networking. You might even have several for each of these activities, and use them for communicating with different groups of people.
We call this communication fragmentation.
If you’ve become increasingly frustrated with email as your main business communication tool, you’ve probably looked at using a group chat tool like Slack, Hipchat, Facebook for Work, WeChat or Line. But if you’ve used any of these for any length of time, you’ll have realized that not only do they fail to address many of email’s problems, they introduce new problems of their own. In this video, we’ll take a look at how Vmoso addresses the most common problems people see with group chat tools.
Love it or hate it, email forms a major part of most knowledge workers’ communication. Some see it as the bane of their working life, while others praise its simplicity and ubiquity. But few people still believe it’s the best tool for business communication and collaboration. In this video, we’ll take a look at the main problems with email, and how Vmoso addresses them.
Mobile has changed the way we work, but too many mobile apps still lag behind their desktop counterparts. To compensate for this, some software vendors have adopted a “mobile first” strategy, making the mobile app the main one, with the desktop app being secondary. But this also has problems. For all the buzz about mobile working, the reality is that for most companies, the majority of workers continue to be desk-based.
That’s why we prefer the terms “device independence” and “location independence”, enabling you to get your job done where in the world you are, using whichever device you have in front of you.