APAC CIOOutlook

Advertise

with us

  • Technologies
      • Artificial Intelligence
      • Big Data
      • Blockchain
      • Cloud
      • Digital Transformation
      • Internet of Things
      • Low Code No Code
      • MarTech
      • Mobile Application
      • Security
      • Software Testing
      • Wireless
  • Industries
      • E-Commerce
      • Education
      • Logistics
      • Retail
      • Supply Chain
      • Travel and Hospitality
  • Platforms
      • Microsoft
      • Salesforce
      • SAP
  • Solutions
      • Business Intelligence
      • Cognitive
      • Contact Center
      • CRM
      • Cyber Security
      • Data Center
      • Gamification
      • Procurement
      • Smart City
      • Workflow
  • Home
  • CXO Insights
  • CIO Views
  • Vendors
  • News
  • Conferences
  • Whitepapers
  • Newsletter
  • Awards
Apac
  • Artificial Intelligence

    Big Data

    Blockchain

    Cloud

    Digital Transformation

    Internet of Things

    Low Code No Code

    MarTech

    Mobile Application

    Security

    Software Testing

    Wireless

  • E-Commerce

    Education

    Logistics

    Retail

    Supply Chain

    Travel and Hospitality

  • Microsoft

    Salesforce

    SAP

  • Business Intelligence

    Cognitive

    Contact Center

    CRM

    Cyber Security

    Data Center

    Gamification

    Procurement

    Smart City

    Workflow

Menu
    • CISCO
    • Cyber Security
    • Hotel Management
    • Workflow
    • E-Commerce
    • Business Intelligence
    • MORE
    #

    Apac CIOOutlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIOOutlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    Editor's Pick (1 - 4 of 8)
    left
    CISCO Systems: The Network Intuitive

    Brink Sanders, MD, Software & Network Transformation, APAC & Japan

    5G Roll-Out to Make NBN Plan B at Australia's Leading Plumbing Distributor

    Marcos Kurowski, CTO, Reece Group

    Cisco Solution Provider Partners Navigate New Waters to Provide Business Continuity Solutions

    Rus Healy, Chief Technology Architect, Annese & Associates

    Using Cisco to choose High Performance Partner References

    Jeff Marshall, Director, North American Cisco Practice, Servion Global Solutions

    How to Evaluate the Partners and Solutions in the Cisco Ecosystem

    Steve Blacklock,

    Stop Taking Turns and Start Taking Action: True Collaboration Occurs Within a Shared Workspace

    David Kung, VP Product Strategy, Oblong Industries

    Cisco Stakes Its Claim on the Data Center - Even Your Toaster Will Go Sci-Fi

    Michael Watkins,

    The IoT is Reality in Industrial Applications

    Bob Karschnia, VP Wireless, Emerson Process Management

    right

    What's to come in 2015 - IT Trends in Customer Service

    Michael Ringman, and CIO, VP-IT,

    Tweet
    content-image

    Michael Ringman,

    As many of us wrestle with the proper allocation of technology resources, especially during the budget planning season, some insight into what’s to come in the year ahead as it relates to IT trends in customer service might assist you as you plan for 2015 spending. With the rapid pace of change, particularly in the IT sector, simply tracking the evolving trends can be a challenge, never mind trying to take advantage of the trends to reduce costs and simplify employee workload. While I don’t have a crystal ball, I wanted to share a few things I see continuing to shape our industry, in the hopes this perspective might help you as you consider how you can use these trends to your own advantage: Millennials’ expectations influence the IT industry: Make no mistake, adults now in their 20s and 30s are defining the new workplace. Tech savvy, impatient and information hungry, Millennials expect technology to be accessible and reliable 24/7. They are the new driving force in business and, as employees and consumers, they are shaping the IT industry now and in the future. "More and more, people are looking for the power of IT to drive positive change that delivers value for customers. We are making significant strides to get there as an industry. The future is bright!" Cloud services continue to dominate IT discussions: The adoption of cloud services will continue to

    shape the industry as the technology becomes more mainstream, mature, advantageous and cost effective. This also includes call centers and BPOs moving their services to the cloud, from CRM systems to entire telephony platforms. This trend is set to continue because it’s infinitely scalable and doesn’t require large investments in equipment or space. Further, young professionals – our future IT leaders – are very comfortable with technology and data being stored somewhere “out there” and will continue to seek these convenient and easily deployed cloud solutions. Gartner predicts that by 2016, more than 50 percent of global 1,000 companies will have customer sensitive data stored in the public cloud. The ‘Internet of Things’ (IoT) offers real opportunity for businesses: A TELUS-commissioned IDC survey found only 6 per cent of Canadian businesses have implemented an IoT solution (machine-to-machine technology), and that another 7 percent are preparing to deploy in 2014. However, the technology is on the cusp of rapid growth, with an additional 30 percent of businesses intending to deploy in the next 24 months and annual IoT spending in Canada predicted to grow from $5.6 billion in 2013 to $21 billion in 2018 – a 375 percent increase in IoT systems collecting, analyzing and acting on information in real time, without human interaction, and are being deployed to create “smart”, connected businesses, homes, cars and cities. IT gets more ‘customer-centric’ by using big data fast: Companies will focus more on big-data experience metrics over efficiency metrics. Data will increasingly be collected in real-time, and a whole new set of tools to capitalize on this data will emerge. For IT, the challenge presented by big data is to get the right information to the right person at the right time (i.e. right away) to make a customer service or business difference. IT empowers the workforce – anywhere: Employees are embracing flexible and remote work styles, adding pressure on IT to support new work environments including, but not limited to, Bring Your Own Device (BYOD) to work. Millennials in particular expect to be able to work like they live and that means using the device – and technology – of their choice. They want access to the apps, software and tools they use in their personal lives at work as well. IT will become more of an enabler rather than a roadblock, and move at the speed of business, rather than the speed of IT. More and more, people are looking for the power of IT to drive positive change that delivers value for customers. We are making significant strides to get there as an industry. The future is bright!

    tag

    IoT

    Big Data

    Weekly Brief

    loading
    Top 10 Cisco Tech Companies - 2020
    ON THE DECK

    CISCO 2020

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Read Also

    Artificial Intelligence - Myths And Truths

    Artificial Intelligence - Myths And Truths

    Geraldo Pereira Junior, Chief Information Officer, Ypê
    Sustainable Future through Innovative Technology Solutions

    Sustainable Future through Innovative Technology Solutions

    Faisal Parvez, Director, BT Business CIO
    The Future Relies on Augmented AI

    The Future Relies on Augmented AI

    Laurent Fresnel, CIO, The Star Entertainment Group
    Digitalization with the use of digital technologies/Improving business through digital technologies

    Digitalization with the use of digital technologies/Improving business through digital technologies

    Wilbertus Darmadi, CIO, Toyota Astra Motor
    How Marco's Pizza Leaned On Technology To Succeed Amid The Pandemic By Quickly Pivoting To Contact-Free Delivery And Curbside Carryout

    How Marco's Pizza Leaned On Technology To Succeed Amid The Pandemic By Quickly Pivoting To Contact-Free Delivery And Curbside Carryout

    Rick Stanbridge, VP & Chief Information Officer, Marco’s Pizza
    Bunnings  Diy Digital Transformation

    Bunnings Diy Digital Transformation

    Leah Balter, Chief Information Officer, Bunnings
    For a Smarter City: Trust the Data, Ignore the Hype

    For a Smarter City: Trust the Data, Ignore the Hype

    Brad Dunkle, Deputy CIO, City of Charlotte
    Smart Community Innovation for the Post Pandemic

    Smart Community Innovation for the Post Pandemic

    Harry Meier, Deputy Cio for Innovation, Department of Innovation and Technology, City of Mesa
    Loading...
    Copyright © 2025 APAC CIOOutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    Home |  CXO Insights |   Whitepapers |   Subscribe |   Conferences |   Sitemaps |   About us |   Advertise with us |   Editorial Policy |   Feedback Policy |  

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://cisco.apacciooutlook.com/ciospeaks/whats-to-come-in-2015-it-trends-in-customer-service-nwid-299.html