Besides providing training programmes, companies can also employ technology to bridge this widening gap. For instance, data analytics is one of the fields that demands for more IT professionals as it is critical to driving the company's overall business strategy. With the shortage of talent in the data analytics sector, companies can invest in powerful, user-friendly data analytics tools that can capture and analyse large amounts of customer interactions, then translate them into real-time, actionable insights accessible across all channels at scale. These insights into customer buying patterns and trends, and how customers are using their products and services would then allow them to address customers' needs in a proactive, personalised way.
3. Technology Priorities and Adoption
Technology is always changing, and customers and employees alike expect companies to keep up. Embracing new technologies is an equally important aspect of accelerating innovation, and IT leaders need to be in the know of the latest technologies to help manage workflow and customer expectations. New technologies like cloud services are providing time and budget relief for IT teams across the globe.
IT leaders across all performance levels list cloud migration as their top priority. With a move to the cloud, IT teams can build on top of platforms with established, secure foundations, and run business software applications, when users need reliable access to at any time, place and on any device. Businesses should also leverage technology to address the gaps in customer experience. Creating seamless, personalised customer experiences is vital to driving business growth in this Age of the Customer.
Given the tight labour market in Singapore, businesses have been making good use of technology in their operations to allow their staff to focus more on service. Many food and beverage outlets have made use of technology to redesign work processes, such as through mobile ordering device and self-order kiosks. With the help of tech solutions that deliver real-time actionable insights, businesses can gain a deeper understanding of their customers and the markets they operate in. This would then allow businesses to stay ahead of the curve with innovative solutions designed to drive customer retention and success.
IT needs to evolve to meet the demands of the digital era by creating customer-facing and employee apps that are easy to use, efficient, and mobile. These growing responsibilities and needs have resulted in a widening skills gap. Successful companies can overcome this gap with the cloud and emerging technologies, allowing them to innovate faster and drive businesses growth. IT teams today can ride through the digital revolution if they rethink traditional organisations and put customers first, invest in training and development and embrace emerging technologies wholeheartedly.
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