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opportunities for IT services disruption

As the telecom center underwent a digitization spree, large network operators have significantly expanded their portfolio of isolated OSS applications. Even smaller telecom providers now operate hundreds of often disjunct applications, devices, and business systems powered by different types of technologies - from optical to Ethernet.

Apart from the complexity of network systems, telecom leaders also need to manage the complexity of delivering services to growing subscriber bases. The progressive roll-out of 5G services and increased volume of IoT device deployments further swell the demand for greater agility. Legacy OSS architectures can no longer cope with the current market needs nor do they fulfill the necessary OSS security requirements.

This further reflects in data. Business leaders are bullish to invest in new OSS solutions.
The global OSS & BSS market size was valued at $ 36.85 billion in 2019. By 2027, it is projected to increase by 2.8 times and reach $ 102.14 billion.

Why are communication service providers so determined to modernize? Because emerging OSS architecture patterns can help unify the complex ecosystem of OSS operations using complementary IT paradigms such as Software-Defined Networking (SDN), Network Function Virtualization (NFN), E2E service orchestration, and big data analytics among others.

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raising population has brought a revolution

The Indian market of mobile phones is distributed among youth, youth professionals, small and medium enterprises, family and certain special categories. The young people are the foremost among the most usable mobile users. For them, the mobile phone is not just a requirement, it is also an essential part.

As we know that The Telecom Industry has become one of the fast-growing industries. Due to this growth, they are trying their best to expand more and the result is the demand for skilled persons is enhancing.

If we talk about the career in the telecom industry then we can see the demand for skilled youth has started to grow in this area. Public sector companies with private sector companies have also increased job opportunities for the youth.

Remuneration: Remuneration of telecommunication engineers depends on his experience, academic qualifications, and individual qualifications. There is a better salary in private institutions than government institutions. Graduates in accordance with the institutes can start from 20 thousand rupees. Salaries of more than Rs. 50 thousand can be achieved after some years of experience.

Educational Qualifications Required: Students holding a good knowledge of Physics, Chemistry and Mathematics can do graduation or post-graduation by keeping this as a career option in mind. To become a Telecommunication Engineer, graduate (BE / B-Tech), Post-Graduation (ME / M-Tech) or Diploma is required. This industry also offers many placements for the ones who are pursuing MBA.

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Chatbots and virtual assistants

Chatbots and virtual assistants are used by operators to improve customer service and assist customers with equipment set-up, troubleshooting and maintenance. These AI investments see tremendous improvement in customer satisfaction. This also has an impact on employee experience (EX) as these automation tools free workforce from repetitive tasks and they are deployed to more advanced tasks.

Telecom providers have access to large volumes of customer data that can help them predict customer usage patterns. This helps them in price optimization and last-minute deals, giving them a competitive edge. More data is being collected and used as several operators provide location-based services and offerings.

In the end, the IoT data and the AI ​​/ Analytics solutions are enabling telecom service providers to improve products and solutions and offer their customers the innovation that they want. For instance, Vodafone partnered with BMW to incorporate an in-built SIM that enables vehicle tracking and provides theft protection. In case of emergencies, alerts can also be sent to emergency services and contacts. AT&T designed a fraud detection application to look for patterns and detect suspected fraud, spam and robocalls. The system looks for multiple short-duration calls from a single source to numbers on the 'Do Not Call' registry. This enables them to block calls and prevent scammers, telemarketers and identity theft issues.

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VoIP telephony and unified communications

Awareness of how to handle casual requests for information, about themselves, the business, or their customers. It is illegal to disclose personal information to a third party without a specific reason for doing so under relevant data protection law - so, no, you can't confirm your boyfriend's registered birthday so as to help someone plan a surprise treat.

Understanding of how to verify requests for information, and confirm that inquirers are who they say they are.

This final point can be actively tested and mystery shopped, and this is a good way to put theory into practice and identify remediation training needs. For example, a caller says they are from the IT department and need to check your password, or your bank phones to confirm details of a recent transaction - how does the recipient respond?

They should be aware that no one will EVER ask them to share a password by phone or any other way, and that if someone says they are from your bank or other trusted third party, the only way to verify this is to call them back on a publicly available number. If a patient phones to request results of a sensitive health screening, then they should be asked to provide proof of identity via pre-established security questions (preferably ones they haven't shared in a Facebook quiz), before the result is disclosed.

It's exactly these awkward, personal situations, where people are at their most vulnerable to manipulation and coercion, as they have to indicate a lack of trust to the caller. It's much easier to go along with what they say about who they are, not to break the established rapport, and wind up breaking a customer's confidentiality - or blowing their employer's carefully constructed security protocols wide open - by accidentally giving a bad actor the last piece of info they need to compromise their recovery email settings.

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Visual Self-Service for Telecoms

Self-service tools are just the ticket, giving consumers everything they need to simply fix and address issues themselves without ever having to interact with a support agent or technician. For example, imagine you're stuck at home with a TV that's giving you nothing but static. Using visual self-service, a consumer would simply point their phone at the television and a virtual assistant could recognize the make and model, and guide the customer through a fix via a series of on-screen AR instructions. Think Snapchat but, you know, with an actual purpose. 

Mobile connectivity can now handle 19.01 exabytes every month. That is 1 quintillion bytes (and yes, that is a real number!) 4G LTE-Advanced can now, in theory, reach 300Mbps download and 150Mbps upload speeds. In practice, these speeds reach highs of 42Mbps download and 25Mbps upload. To put mobile speeds into perspective, 3G could theoretically reach speeds of 7.2Mbps download and 2MBps upload. However, in practice this is more like 3Mbps and 0.4Mbps.

"5G is only going to improve mobile capability. In theory 5G should allow users to download a HD movie in about 10 seconds. The end goal is to have 5G reaching speeds of 100 Gbps. Currently, 5G is not widely available, but this is." certainly the next step in the future of connectivity. " - Alpine Security

Additionally, it is now possible to run sim enabled devices using fixed IPs. This allows mobile devices to have a similar connection and performance to hardwired devices. This removes such devices' reliance on mobile coverage. Additionally, connecting to a fixed IP reduces the chance of disruption as connecting to the same IP is easier than connecting to a new one.

Fiber infrastructure is now becoming commonplace as copper lines are upgraded. Fiber internet connections are now being installed throughout the network to the buildings themselves. Having your fiber connection come right into your premises makes a great difference. The first fiber services advertised only featured FTTC (fiber to the cabinet) and used copper connections to do the last mile. Copper is not as efficient at carrying data as fiber, and therefore FTTP (fiber to the premises) allows for much faster internet speeds.

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What Is PSTN

PSTN stands for Public Switched Telephone Network. This is the vast infrastructure of all of the world's circuit switched telephone networks. This interconnection of every country's public telephone networks allows callers from all over the world and from all kinds of devices to communicate with each other, allowing landline calls, VoIP calls and mobile / cellular calls to connect with one another.

Hopefully this has been a helpful primer on some of the more popular acronyms that telecommunication service providers and operatives use. Next time you overhear a colleague mention they need to look into a system capable of making internet phone calls, you can simply tell them to speak to a reputable ITSP and explain to them what VoIP stands for.

VoIP telephone systems have a number of advantages when compared to their traditional counterparts. Here are just five of the key benefits of hosted VoIP solutions.

What are the advantages of VoIP systems? One of the biggest benefits of VoIP telephone services is that they are simple to install. You'll only need an internet connection, computer access and phone handsets, as your service provider will take care of everything else.

This means that you won't need to worry if you're short on space, and you'll be able to get your telephones up and running faster than you would if you'd chosen a traditional system.

Another of the main advantages of VoIP systems is that they can be more affordable than traditional on-site alternatives. Traditional systems can be expensive to install, as they require more equipment, and setting them up takes time and expertise.

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key customer service technology trend

Computer vision has become a key customer service technology trend due to its many capabilities. For instance, it can add essential data to a customer's profile based on visual data, help predict issues before they even happen, and effectively route the customer's case to the relevant agent if self-service is unsuccessful.

Offer Hands-Off Help with Voice Capabilities
According to Google, 27% of the online global population is using voice search on mobile. Consumers' rising preference for voice has resulted in call centers focusing on making voice interactions more intuitive by combining voice and screen-based technologies. Technology will be used to analyze live audio streams, recorded voice files, social media engagements, emails, or chats, storing this customer data to personalize the CX. Based on the customer service trends we're seeing, traditional text-based chatbots will give way to smart bots that are powered by voice recognition, and predictive speech analytics will be increasingly utilized to identify customer service opportunities and deliver an improved experience.

Leverage Augmented Reality for Immersive Experiences
AR has emerged as an innovative customer service tool that allows brands an almost unlimited opportunity to interact with consumers on their mobile devices. AR creates a new digital experience that transforms the customer journey into a connected and immersive visual interactive experience, providing value that goes way beyond simple novelty. For example, using a smartphone, customers can access the product's knowledge base with FAQs, instruction manuals, and training material displayed in an AR overlay. AR has been especially beneficial in the technical support domain, eliminating the back-and-forth so common in agent-customer interactions during technical support calls.

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billing and subscription management

You might face challenges in customer onboarding, recurring billing and subscription management, and scalability. Here, automation can be the key to unlock greater revenues and profits. As the MSP business grows, you will need mature processes in place to meet the changing customer demands. Billing is the most important area which you need to automate to meet with subscription and recurring service models.

Business Process Management (BPM) in its nascent stages was used to increase efficiency and cut costs. In the late '80s and early' 90s, businesses used tools like workflow management systems and this enabled the production of the early versions of BPM software.  

In the early 2000s, Gartner coined the term "Business Process Management Suite" to refer to various software which deals with business process. As time passed, BPM applications were able to handle process modeling, management, analytics, reporting, and with this, Gartner coined a new term “intelligent Business Process Management” (iBPM). 

Today's BPM solutions need little to no help from the IT team to be implemented to optimize business processes. These tools have become capable to empower businesses with meaningful and understandable data to streamline the business and make meaningful decisions. 

The operational efficiency is usually poor in the e-procurement space and not because of the inefficiency of people handling it but due to complications of the process. It leads to dark purchases that are made outside of the designed process. Other problems involve inaccurate data, poor onboarding of vendors & suppliers, and poor understanding of process utilization. 

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premium rate mobile lines

Manage usage by need: further to the above, consider each user account individually, and enable exactly what is needed and nothing more. If someone has no need to call a particular country, for example, lock it down - you can easily add services if that user's needs change, and in the meanwhile they cannot be tricked into calling a scammer's number there.

Monitor actively. Review your call logs and set alerts to ensure your usage remains within expected parameters. Sales people need to make a load of outbound calls, an administrator maybe fewer… So, something is amiss, if they are suddenly hitting up a series of premium rate mobile lines on the other side of the world.

However well you manage things internally though, the single best thing you can do to protect your VoIP phone system and other cybersecurity protection is to outsource as much as possible - to a respected and established international provider like ringover.

A non-fixed VoIP number, otherwise known as a virtual phone number, isn't linked to a physical address. Non-fixed VoIP numbers have the same calling capabilities as fixed VoIP numbers, and can likewise be used for residential or business purposes.

While non-fixed VoIP numbers aren't tethered to a geographical location, accounts can be created to serve any desired address. This allows businesses to contact customers all over the world.

Consider - if you were installing an alarm system to protect your home, would you build it yourself from bought components, then monitor it round the clock to ensure it worked? Fix it up when better technology becomes available, and take on the personal responsibility for ensuring you were one step ahead of the burglar's techniques at all times?

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5G networks and technology implementation

Belgian startup Edgegap provides Edge network-based game hosting services. By locating online game hosting servers in close proximity to the actual players, the startup ensuring low latencies. Edgegap currently has 220 hosting locations available. Moreover, the services are easily scalable and reliable. Edgegap provides equal latencies for all players connected to a single game, ensuring fairness, which is very important in competitive gaming.

Axellio builds an Edge-Computing Hardware Platform
US-based startup Axellio builds FabricXpress - a high-performance, high-density computing and storage platform for heavy applications. This solution is suitable for Edge networks that have a high density, high bandwidth, and low latency requirement. In addition to improving network performance, the startup achieves this with a small energy footprint and low costs.

The innovation areas outlined in this research on 10 Telecom Industry Trends only scratch the surface of what we found during our analysis. 5G networks and technology implementation, flexible networks for high- and low-latency requirements, and faster modes of communication are all areas bound to significantly impact telecom companies one way or the other. Identifying new opportunities and emerging technologies to implement into your business early on goes a long way in gaining a competitive advantage and becoming an industry leader.

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IaaS has complex integration systems

Digital business: With increasing in the digital space like digital marketing, e-commerce, customer resource management, software-as-a-service needs account for a majority of workloads in IaaS.
Agile projects: Many organizations use agile fashion for rapid application development, prototyping, experiments, and the ability to meet urgent infrastructure needs are often executed on IaaS.
Data center: At many organizations, IaaS is gradually replacing on-premises data center infrastructure. So, IaaS is typically used in an organization's internal virtualization environment, or less-critical production applications and expand their uses of IaaS as they gain more experience and trust.
Batch computing: Batch computing is the least common need for IaaS and serves as a substitute for traditional high-performance computing. Applications such as video encoding, genetic sequencing, modeling and simulation, numerical analysis, and data analytics.

You will gain in-depth knowledge on building a successful career as a certified professional in this domain. Topics like "what is cloud architect?" "How to become a cloud architect?" “Cloud architect salary” ?. In addition, the following discussion will help you find the essential cloud architect skills. Finally, aspirants can look at the important certifications to learn cloud architect.


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5th generation of mobile wireless communications

Operators and carriers across the globe are supporting the shift towards 5G with an expected investment of around $ 1.1 trillion in mobile CAPEX between 2020 and 2025. This technology is set to change the way many businesses operate as it allows for faster connectivity, low-latency, enhances bandwidth, and connectivity speed.

To say that corporate customers are under pressure is an understatement. They need to make sense of large volumes of complex data, understand the details, allocate costs and data usage and do this with speed and accuracy. With this in mind, many corporate customers are turning to innovative solutions provided by Telcos, that make these business and administrative processes that much easier. Two such solutions include Adapt IT's Corporate Customer Self-Service Portal and APN-as-a-Service technology.

Digital transformation has had a number of knock-on effects on business in relation to managing data storage, streamlining efficiency, enhancing mobility, flexibility, and agility. Many businesses are, in turn, relooking at and comparing different IT infrastructures, including on premise vs cloud, and what their key benefits are. We examine both of these IT infrastructures in more detail below and how they add value to an enterprise.

Corporate Customer Self-Service (CCSS) Portal: These platforms have become an essential tool used to give corporate customers immediate control and answers to questions in real-time. These platforms are more effective than call centers and allow corporate customers to find the information they need instead of relying on someone else. This enhances convenience and allows your corporate customer to do their jobs more efficiently and effectively due to the accuracy of the information they are getting and the speed at which they can access this. The results of this are that corporate customers have less frustration and have more control and visibility over elements related to their usage, spend, connectivity, account information, billings and more. Not only does this enhance customer experience and satisfaction,

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digital designers refine user experiences

In our example of the child being happy - psychology observes the manifested happiness in the form of a smile and giggle and the actionable behavior of the desire to get the toy. Now, Cognitive science studies the overlap between this observable behavior and brain activities. It comes to study the mind and its mental processes such as attention, memory, decision making, perception, reasoning, emotion etc. It is an interdisciplinary field which subsumes psychology and neuroscience along with four other disciplines of computer science, anthropology, linguistics, and philosophy. It holistically studies the tasks and functions of cognition borrowing concepts from other disciplines.

For our example of the child, cognitive science approaches the event by looking into the processes such as visual perception of looking at the toy, comprehension of the object present as toy using recognition and recall from its memory stores et cetera. In similar ways, experience design research is the sum of parts of many impulses and reactions that a person undergoes when coming across a digital product for the first time. Research is universal, at large. We can pick and choose the parts we want to use. For designing a digital experience, we borrow heavily from all three research disciplines in varying degrees to build an exciting digital interface.

Design is a state of a mind. It's an approach to a problem or a method of problem-solving. And who do we solve problems for? The answer is obviously people! People are the sum of their feelings, emotions, experiences, and choices. And since we are solving problems for people, no single solution can be fit for all.

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telecom giant T-Mobile reported a security

Recently, the telecom giant T-Mobile reported a security incident that compromised the data of 200,000 customers. A similar incident occurred early last year when Japan's telecom company Nippon Telegraph & Telephone (NTT) reported that the data of 621 customers from one of their subsidiaries were stolen. The hackers had hacked the multiple security layers of their IT infrastructure to steal the data. Data breaches have become one of the common concerns for telecom operators. A 2020 Global Threat Intelligence Report stated that hackers have been using IoT devices as a common entry point for cyber attacks. As more businesses and individuals continue to work from home, edge points grow and so does the vulnerability. Telecom operators will have to build robust security architecture to reduce data breaches. They must incorporate data encryption,

Enterprises can no longer rely on just voice or digital channels to support customers and employees. Also, considering that everyone expects a connected experience, they have to integrate disparate communication channels to offer a consistent experience across multiple touchpoints. CPaaS can help enterprises build a connected, end-to-end communication structure to support customers and employees across all channels. CPaaS allows developers to add APIs and microservices into the application without worrying about the backend infrastructure. Developers can build any kind of communication capability - SMS, voice, emails, chatbots, etc. with minimal or no code. It also takes care of security and user authentication by ensuring that the person connecting is allowed to do so.

the challenges that are holding up the 5G wave. One of them we discussed was about privacy challenges. Consumer privacy could be compromised due to semantic information attacks, timing attacks, and boundary attacks that hit the subscriber's location privacy. There is also a potential threat to the consumer's data and identity. Considering how consumers take their data privacy seriously and as connected devices rely the most on data, such threats to privacy could discourage people from using IoT devices with a 5G network. 

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implement and support all IT services

By contrast, the MSP is highly efficient in delivering IT services in a way that keeps costs low and the time to deploy short while providing a high-quality service to the business.

Future-proofing IT services
IT departments will always have funding, technical, security, and operational challenges. As you look for strategies to minimize spend, I have seen many organizations effectively utilize AMS to achieve the full benefit of seamless service integration with less worry over resource constraints.

MSPs will always have their staff trained on upcoming and new releases as well as new technologies with the ability to lock-in costs for a multi-year period. By creating more predictability, your business will reduce operational risk and challenges and minimize service disruption.

Managed service best practices
Managed Service Providers are the best of both worlds:

MSPs bring practical delivery of a predictable service model and cost to quickly and effectively deliver new IT service to your company
MSPs also enhance the stability and peace of mind for IT and business leaders alike
The task of delivering new business services to the enterprise while keeping costs controlled is a difficult task in the modern business environment. A managed service is a great strategy to help your IT organization be highly resilient, and cost predictable, fiscal year to fiscal year.

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security concerns created by 5G

The real-life security concerns created by 5G are already becoming visible. In 2019, at the Black Hat Security conference, researchers stated issues in 5G security, which allowed them to access user locations and carry-out cyber-attacks on devices. Furthermore, researchers at the University Lowa and the University of Purdue detailed 11 design challenges in 5G protocols that could expose user locations, downgrade services to old mobile data networks, or even track when one makes calls, texts, or browse the internet.

5G will impose new security challenges for businesses and new opportunities for cyber-attackers. So, what are the security risks that we are already seeing? What risks do we foresee rising with the proliferation of 5G? Are these holding up the arrival of the shining new technology?

SDN helps to centralize the network control platforms and allows programmability in communication networks. But these two remarkable features also create opportunities for hacking the system. For instance, the centralized control could encourage DoS attacks and expose the critical Application Programming Interfaces (APIs) to unintended software. It's possible this may cause the entire network to go down. The centralization of network control makes the controller a bottleneck for the whole of the network due to saturation attacks. Given that most of the network functions can be performed as SDN applications, malicious applications, if given access, can spread chaos across the network.

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telecom networks expand

Telecom Fraud is one of the leading reasons for revenue losses in the industry. According to a joint report published by Europol's European Cybercrime Center and Trend Micro, telecom frauds lead to a revenue loss of $ 32.7 billion. This has negatively impacted operator revenue margins across the board. As telecom networks expand and more data gets exchanged through connected devices and users, telecom operators will have to find ways to counter these issues. Although new offerings such as 5G and IoT are laying the ground for ever more sophisticated ways to secure the network, hackers always find a way to breach the system and impact operations. Telecom operators must continuously audit their security framework and processes and establish ways to eliminate frauds and prevent revenue losses.

Recently, the telecom giant T-Mobile reported a security incident that compromised the data of 200,000 customers. A similar incident occurred early last year when Japan's telecom company Nippon Telegraph & Telephone (NTT) reported that the data of 621 customers from one of their subsidiaries were stolen. The hackers had hacked the multiple security layers of their IT infrastructure to steal the data. Data breaches have become one of the common concerns for telecom operators. A 2020 Global Threat Intelligence Report stated that hackers have been using IoT devices as a common entry point for cyber attacks. As more businesses and individuals continue to work from home, edge points grow and so does the vulnerability. Telecom operators will have to build robust security architecture to reduce data breaches. They must incorporate data encryption,

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introduction of a market-structure

This regime employs a market-structure-based assessment in lieu of dominance-based assessment. This is effective for two reasons; firstly, it does not require the presence of a dominant firm in the relevant market. Secondly, this assessment is useful in markets where none of the players engage in anti-competitive behavior but the market is not competitive; CMA cannot impose a penalty on the players but can merely propose structural remedies (such as divestments) and / or other behavioral remedies to correct market risks as long as it can justify the consumer welfare associated with the proposed remedies. Stakeholder engagement in the investigation process as opposed to adversarial inquiries aids the authority in addressing the concerns in the sector most effectively. Such sector overhauling remedies may also result in direct qualitative welfare on the consumers and the sector in the form of earlier access to 5G networks and cheaper spectrum availability. It also interesting to note that the European Union is currently exploring the introduction of a market-structure based competition tool in addition to dominance-based assessment as a part of its New Competition Tool

The presence of the sectoral regulator, DoT, and CCI requires robust regulatory coordination. While the report suggests that the resort to S.21 and 21A of the Act for consultation with other regulators, such consultations are not binding on them. For instance, if one of the TSPs engages in differential treatment with an OTT, it would fall under the jurisdiction of both TRAI and CCI. The Supreme Court's (SC) verdict in the case of CCI v. Bharti Airtel was an endeavor in pursuit of regulatory convergence between TRAI and CCI. In that case, the SC observed that TRAI would have the preliminary jurisdiction over the dispute and if the dispute merits a detailed investigation by CCI, it may refer it to CCI. However, there is a possibility that the regulators might have contradictory observations on a given dispute. 

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software defined wide area network

All new technologies hit the market with a boom, leading to widespread discussion, opposition, excitement, and in some cases, disappointment. Early adopters tout the benefits, but many are skeptical about the impact or reliability of the technology. SD-WAN is no exception.

Knowing the amount of hype, naysayers and potential misinformation, we wanted to put together a guide that cuts through the noise, making sure you are asking the right questions and have the right expectations of what SD-WAN can do for your business.
Very simply, SD WAN (of software defined wide area network) moves all the intelligence from the hardware (such as the routers) and to the software. Think of it like a new thermostat in your house. Previously, you needed to walk to the thermostat and change the temperature on the hardware (as you need to do with MPLS). However, with new technologies like Google's Nest, you can change the temperature or build and set off planned timings programs remotely.  
The cost savings by moving to SD-WAN from an MPLS estate are made by not needing very complex routers at every site. Since the programming on the network is all done at the software layer, you don't need to spend on every site.

As there is still a cost implication for the software, the cost savings are maximized on larger multi-sites where high bandwidth, complex deployments (like running QoS or prioritizing traffic) meant expensive routers were needed. For smaller businesses, there should still be a cost savings, but it will not be as significant.
As with any service, you pay for what you get. If you get a 100Mbps line, it will be the same capacity whether in an MPLS or SD-WAN deployment.

If you have had the connectivity installed for a long time, there may be a cost benefit to revisiting the costs, and chances are you will get more for your money.

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technology-driven digital transformation

The platforms and solutions implemented should have an open architecture instead of being closed and rigid. It's not possible for an organization to build every single tool or solution. By making the tech architecture open, the organization can easily integrate innovative new tools and systems into its existing tech stack.

In a legacy technology world, IT is always a bottleneck in providing systems and solutions. With CDP, a data layer is created which empowers various functions such as marketing, customer success, IT, etc. to draw their own insights and take action accordingly.

How can leaders build a team that is ready to embrace digital transformation?
Leaders need to communicate clearly what they want to do as an organization with respect to digital transformation.
They need to invest in upscaling their existing technology and processes.
They need to do away with big-scale projects and adopt agile projects that can be rolled out in a couple of weeks.

COVID-19's widespread outbreak has confined financial consumers to their homes. They are no longer visiting a financial institution in-person to tend to their financial needs and requirements. This in-person visit has, in fact, translated into a digital visit. Due to this, their expectations have become quite elevated with respect to the rendering of their financial needs online. 
According to Salesforce's State of the Connected Customer report, 68% of customers expected their financial services companies to step up their digital capabilities during COVID-19. The remaining 28% felt that these companies were doing their best during the crisis. Additionally, 59% of customers expected financial firms to improve their customer service standards, and 66% wanted their firms to understand their needs and wants.

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