i3 - January/February 2021 - 44

Business

By Scott Steinberg

FO RWA R D ST R AT EG I E S

services. CRM tools can improve customer interactions.
● Cloud-Based Applications: The
use of online tools can quickly mix,
match and personalize solutions to create tailored customer applications.
These software suites and toolkits, new
products, services and ways of communicating with customers, can be quickly
rolled out. Some businesses are leveraging cloud solutions to roll out online fan
communities, deploy automated help
desks with AI-powered assistants, and
create online sales and technical suphe ability for businesses to be agile and adaptable is
port portals.
vital. New technologies provide essential tools to help
● Remote and Virtual Desktops:
businesses become more resilient in the face of unexMany online productivity suites and
pected developments such as COVID-19.
communications platforms make it
easier for remote workforces to access
shared desktops, and collaborate in
real-time from virtually anywhere.
● Business Process Automation:
These solutions allow workers to stay
According to the Enterprise Technology
The use of technology to carry out tasks
in tune with changing customer sentiTrends report by Salesforce Research,
without manual input can maximize
ment and market conditions, and can
organizations are facing unprecedented
be accessed from smartphones, tablets
market changes, adjusting to head-spin- resources, minimize costs and streamline
operations. An array of tools can help
or PCs in the field.
ning shifts in customer demand. That's
automate common and repetitive tasks,
Tech tools can help organizations
why nine in 10 information technology
and more rapidly accomplish objectives
anticipate shifts in consumer senti(IT) leaders are using customer-facing
by offloading them to speedy computerment before they occur. They offer
technologies to provide vital insights to
ized helpers.
cost-efficient and rapidlyhelp businesses remain competitive.
● Workflow
deployable building
Successful firms will not succeed on
9 out of 10
Optimization: The simblocks to support new
the strength of technology, marketing or
plification of routine
business strategies with
audience size alone. Rather, they will
information
learn to redesign their businesses to bet- business processes to
technology (IT) responsive solutions.
enhance their userMore, with disruption
ter compete on their ability to underleaders are
friendliness, lower the
the new operating norm
stand customers' fast-changing needs.
using cuslearning curve and
for organizations, adoptAs business fast-tracks the process of
tomer-facing ing these innovations is
reduce time spent engagdigital transformation, off-the-shelf
technologies to crucial to maintaining
ing in them. Many tech
tools and online solutions can tap into
tools can perform in a
business success long after
data to get a leg up in areas of operaprovide vital
single step what used to
tions including:
insights to help the pandemic recedes.
take several, identify
Leveraging innovative
● Artificial Intelligence (AI): The
businesses
business areas ripe
technologies helps orgacapacity for a device or software proremain
for optimization and
nizations see emerging
gram to make smart decisions without
competitive.
reduce waste.
trends. The future is
human input, bestowing awareness,
● Customer
unknown, even for
memory and logic on any solution.
Relationship
accomplished businesses,
Many AI-powered tools can analyze the
Management (CRM):
but tech advances can
data your firm is collecting, and user
The leveraging of tech tools to add more
provide the resources needed to hedge
interactions, to better predict market
context to every customer interaction, as against uncertainty - and positively
patterns, anticipate shifts in customer
well as enhance user experiences by
disrupt yourself before disruption
habits, and spot opportunities or chaloffering personalized suggestions and
hits you.
lenges before rivals can react.

The New
Normal for
Businesses

JANUARY/FEBRUARY 2021

i3_0121_44_Business_ForwardStrategies.indd 44

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I T I S I N N O VAT I O N

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i3 - January/February 2021

Table of Contents for the Digital Edition of i3 - January/February 2021