NobelBiz® Blog | First Contact Podcast VIDEO | The use of jargon within the IT industryhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Vice President Client Operations More and more vendors from technology companies are starting to educate on the process: this is what customer experience looks like, redefining what employee experience looks like, starting to have a more consultative approach and education approach because all the technologies. More from the episode! https://nobelbiz.com/wp-content/uploads/2022/11/Juanita-round-300x300.png Guest Juanita Coley CEO and founder at Solid Rock Consulting Published on November 10, 2022 Work Remotely with our True Omnichannel Solution: Digital Transformation Is About Customer Self-Service Christian: CGI there as a product suite, service offering, and a partner in this space of accounts receivable and the credit journey. You're saying that the technology that you offer and what you're seeing in the market is that migration is saying: this technology is secure, you're able to scale it. You're able to protect your business, you're able to, even now, to give yourself the ability to access people that are maybe outside of your physical footprint. Is there anything else that digital transformation is doing and you're seeing among either the workforce or your company, your clients adopting them? PGlmcmFtZSBzdHlsZT0iYm9yZGVyLXJhZGl1czoxMnB4IiBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzMzNmV0NkM5dm42dEMySlByZjdmYnU/dXRtX3NvdXJjZT1nZW5lcmF0b3IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjM1MiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiIGxvYWRpbmc9ImxhenkiPjwvaWZyYW1lPg Hemanth: Yeah, I think, you know, particularly going back to the challenges of call centers and customer service centers and stuff like that, the workforce challenges exist even today, right? I think, you know, it just amplified post covid. But the problem is not going away anytime soon. And when you look at it, the second aspect that we have found out is that the customer's openness to approach things through a digital channel capability has become an important capability that they would be looking for. There are so many banks out there who don't even have a brick and mortar branches. Old thinking, I should say, not disrespect to anybody, but in general, what we are seeing is that everything that we do today can also be self-served. Right? As part of the digital transformation, the key aspect is that how do we give certain controls back to the customer's hand. So that they can pick the right offer, pick the right product, and not having to have somebody hand hold them through the process. So there is much more intelligence and customers can make their own choices based on so many options that they have, right? Uh, so giving them that capability of self-serving them. Provides an opportunity to solve the problem around workforce as well in this industry. Right? So it's all connected to the fabric of digital transformation as you see it, but it's a suitcase word, as I call it, right? There's so much to unpack within it, within the word digital transformation. But that's another element that I thought probably I missed earlier, uh, that I would highlight is that that's one of the focus that we and everybody else in this industry are heading towards. Yeah, I mean, I think traditionally when you think of call centers, you talk about, uh, profit centers, cost centers, you think about the term that we've thrown around for a long time now. A contact center where you're leveraging these other mediums, you know, and we've talked for many years now, omnichannel, right? But I think in the end, A lot of companies, when they adopt these various channels, they just, it's the shining new object. Maybe they don't know how to integrate it into the journey. It still becomes siloed, where I only have people that do this medium, and this medium actually doesn't have any visibility to this other medium. When you talk about knowing your customer, you talk about the life cycle journey that they have, right? How does CGI see working with partners, whether it's the technology stack of like the call center software, all the way to the customer systems that they have, that they have other information around the customer's journey. NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!