What’s to come in 2015 – IT trends in customer service - TELUS International Europe
  • What’s to come in 2015 – IT trends in customer service

    January 14, 2015

    By Michael Ringman

    (Note: this post appeared on CIO Insight. You can read the original post here)

    IT trends in customer service

    As the Chief Information Officer and Vice-President of Information Technology (IT) at TELUS International, I often get asked what the future holds for IT. I don’t have a crystal ball and can’t predict the future, but my role gives me lots of insight on the big trends in customer service IT.

    Millennials’ expectations influence the IT industry

    Make no mistake, adults now in their 20s and 30s are defining the new workplace. Tech savvy, impatient and information hungry, Millennials expect technology to be accessible and reliable 24/7. They are the new driving force in business and, as employees and consumers, they are shaping the IT industry now and into the future. If you’re interested in what makes Gen Y tick in a customer service organization, and how to keep them motivated, engaged and happy for the long haul, read our white paper Unleashing Gen Y Potential in Customer Service.

    Cloud services continue to dominate IT discussions

    Oh, the cloud. I know some folks may be sick of hearing about it, but the adoption of cloud services will continue to shape the industry as the technology becomes more mainstream, mature, advantageous and cost effective. This also includes call centers and BPOs moving their services to the cloud, from CRM systems to entire telephony platforms. For example, TELUS Cloud Contact Center is the world’s first cloud solution built on Cisco’s Hosted Collaboration platform, an end-to-end enterprise-grade solution. Cisco’s platform includes the ability to offer contact center solutions, plus unified communications and collaboration. This trend is set to continue because it’s infinitely scalable and doesn’t require large investments in equipment or space. Further, young professionals – our future IT leaders – are very comfortable with technology and data being stored somewhere “out there” and will continue to seek these convenient and easily deployed cloud solutions. Gartner predicts that by 2016, more than 50 per cent of global 1,000 companies will have customer sensitive data stored in the public cloud.

    The ‘Internet of Things’ (IoT) offers real opportunity for businesses

    TELUS-commissioned IDC survey found only 6 per cent of Canadian businesses have implemented an IoT solution (machine-to-machine technology), and that another 7 per cent are preparing to deploy in 2014. However, the technology is on the cusp of rapid growth, with an additional 30 per cent of businesses intending to deploy in the next 24 months and annual IoT spending in Canada predicted to grow from $5.6 billion in 2013 to $21 billion in 2018 – a 375 per cent increase. IoT systems collect, analyze and act on information in real time, without human interaction, and are being deployed to create “smart”, connected businesses, homes, cars and cities.

    IT gets more ‘customer-centric’ by using big data fast

    Companies will focus more on big-data experience metrics over efficiency metrics. Data will increasingly be collected in real time, and a whole new set of tools to capitalize on this data will emerge. For IT, the challenge presented by big data is to get the right information to the right person at the right time (i.e. right away) to make a customer service or business difference.

    IT empowers the workforce – anywhere

    Employees are embracing flexible and remote work styles, adding pressure on IT to support new work environments including, but not limited to, Bring Your Own Device (BYOD) to work. Millennials in particular expect to be able to work like they live and that means using the device – and technology – of their choice. They want access to the apps, software and tools they use in their personal lives at work as well. IT will become more of an enabler rather than a roadblock, and move at the speed of business, rather than the speed of IT.

    More and more, people are looking for the power of IT to drive positive change that delivers value for customers.  We are making significant strides to get there as an industry. The future is bright!

    bio_michael_ringman

    Michael Ringman is the CIO and the VP of IT at TELUS International.







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