Winning the heart of consumers: How enterprises can battle digital natives

With increasingly fickle consumers who are not afraid to air their views on social media, it has never been more important for companies to fulfil their customers’ every want and need, in order to protect band reputation, garner loyalty and drive business success.

But how easy is it realistically for companies to answer the desires of the connected ‘I need everything now’ consumer?

Over the past few years, tech startups have been steaming ahead of big businesses when it comes to fulfilling...

By Rohit Garg, 15 February 2018, 0 comments. Categories: CIO, Collaboration, Employee Education, Employees.

UK CIOs believe Brexit will contribute to country’s decline as global business leader

A worrying portent from Pivotal Software in its latest research: three quarters of CIOs in the UK believe the country will lose its position as a global business leader after Brexit.

The study, which polled more than 100 CIOs, 100 IT decision makers and 2,000 employees in the UK, argues diminishing access to talent – cited by 59% of respondents – and investment in technology (cited by 46%) were the primary factors in hindering business success.

On the flip side, almost three quarters (72%) of CIOs...

By James Bourne, 13 February 2018, 0 comments. Categories: CIO, Employees, Productivity.

Lack of knowledge around biometrics apparent – but could they be coming to a workplace near you?

A new piece of research from employee software provider TSheets shows a worrying lack of knowledge around what biometric data represents – and concern over how it may be used.

The survey collated responses from 500 US residents and asked them what they thought contained biometric data. The answers offered to respondents were DNA, facial photographs, fingerprints, hand geometry, iris scan, and retina scan. Of course, participants should have selected all of those options – but 37.3% opted for...

By James Bourne, 08 February 2018, 0 comments. Categories: Authentication, Employee Education, Employees, Identity, Security.

How digital transformation is making the CIO job role change ‘significantly’

More than half of respondents polled by the Cloud Industry Forum say their role has changed ‘significantly’ as a direct result of digital transformation.

The study, conducted alongside hybrid IT services provider Ensono, polled 200 UK IT and business decision makers. 56% said their role had significantly changed, with 51% saying their responsibilities has increased and 47% adding they were under greater pressure to deliver. This is more likely with the IT side of the house, the research adds, with...

By James Bourne, 07 February 2018, 0 comments. Categories: CIO, Collaboration, Employees, Enterprise Mobility.

Three key reasons why apps and network teams should talk more

When it comes to application outages and poor performance, customers are no longer prepared to forgive and forget. The ever-expanding market brings with it a wealth of opportunities, but it also means that it has never been easier to lose customers to rivals – to retain them, you must keep them happy.

Until recently, network and application teams have been siloed, with each focused on the demands of their specific role. But, by adopting a combined approach, these teams together can create the additional...

By Paul Higley, 05 February 2018, 0 comments. Categories: Applications, Employees.

ServiceNow notes importance of chief human resources officer in digital transformation tangle

ServiceNow has published its financial results and given a missive on how it thinks the enterprise is responding to digital transformation – and how, of course, it is helping organisations in this process.

The Santa Clara-based firm published $497 million in subscription revenues for the fourth quarter of 2017, with a record 41 deals over $1 million in the quarter and more than $1 billion in total contract value in Q4 2017.

Yet of greater interest are the comments made by ServiceNow CEO John Donahoe...

By James Bourne, 01 February 2018, 0 comments. Categories: CIO, Employees, Enterprise Mobility.

Survey shows how organisations are looking to improve their enterprise apps in 2018

New year, new plans for organisations: according to a new survey from Sapho, more than three quarters of companies plan to upgrade their enterprise apps this year to help improve employee experiences and productivity.

Of the 160 IT directors, CIOs and CTOs polled at organisations with more than 1,000 employees, 94% say they will likely upgrade some of their apps next year. Primary drivers for improving enterprise apps is providing a better user experience, increasing data security, and improving employee...

By James Bourne, 23 January 2018, 0 comments. Categories: Applications, CIO, Cloud , Employees, Enterprise Mobility, Productivity.

Get your working processes up to scratch or employees will look elsewhere, firms warned

Are your working processes as good as they could be? Nintex, a workflow automation software provider, argues a third of employees at US companies are looking for new jobs because their company’s processes are broken beyond repair.

The company surveyed 1,000 full time employees at US organisations with more than 1,000 employees, and found that tech troubleshooting was the corporate process which caused the most frustration. Lacking access to certain tools and documents was also frequently cited as...

By James Bourne, 18 January 2018, 0 comments. Categories: Employee Education, Employees, Enterprise Mobility.

Red Hat study shows how field services are improving through IoT, AI, AR and more

A new study from Red Hat argues that field services operations are ‘bullish’ on technologies such as the Internet of Things (IoT) and artificial intelligence (AI).

The survey, carried out by Vanson Bourne which quizzed 300 organisations with significant field workforce operations, found that field workforce technology was seen as important to 94% of organisations polled. More than half (53%) of respondents said they have implemented IoT to support field service, with 24% adding AI, 20% virtual...

By James Bourne, 18 January 2018, 0 comments. Categories: Employees, Enterprise Mobility, Productivity, Research, UX, Wearables.

Five steps to building a helpdesk knowledge base

Improving the quality of service delivery is a commendable goal, but our day-to-day workload sometimes means this remains an elusive fantasy. Few of us have the time to sit down and consider the benefits that a well-constructed, shared and used knowledge base can provide. In many organizations, the knowledge base is underutilized.

For example, in my experience managing the service desk-focused company, TOPdesk, I’ve seen periods of time when as many as 85% of companies with a service management solution...

By Nancy Van Elsacker Louisnord, 17 January 2018, 0 comments. Categories: Employee Education, Employees, Productivity.