In one of our recent webinars we discussed a challenge in digital transformation that is top of mind for many IT Ops leaders: how to actually transform with the least amount of pain… No matter how tired people are of the term “digital transformation”, it still represents an imperative strategy for enterprises wishing to survive in today’s dynamic business environment, let alone see growth and increased market value.
In January, PagerDuty brought together retail executives in EMEA (Europe, Middle East, and Africa) who wanted to better understand how technology can build an exciting future for retail in the wake of the pandemic.
The pandemic has accelerated digital business initiatives. Ultimately, it’s the application that delivers new capabilities to customers and employees; but transformation occurs at several layers to support those applications. At VMware, we see our customers navigating three transformations, each of which supports digital business and app modernization at different levels.
Digital initiatives are on the rise, with spending on the public cloud expected to increase by 18% in 2021. These initiatives are also driving customer service teams towards operational excellence with a focus on customer advocacy and engagement. As more companies embrace the cloud and digital-first operating models, customer service organizations are finding they need to be more proactive in order to create great customer experiences.
What made the COVID-19 pandemic and subsequent lockdowns so novel in recent history is that they were true existential threats to many businesses. This was not a case of getting “Ubered,” whereby the erosion of revenue can take years to fully materialize. Rather, this was a case of companies needing to—sometimes literally overnight—expand their digital operations and adopt new business models.
Digital transformation has accelerated in 2020, and the speed in which organizations are able to leverage technology to make work better for their employees and customers has become the ultimate differentiator in business. Microsoft and ServiceNow understand this, and have expanded our partnership to deliver new native workflows in Microsoft Teams.
