Forrester Predictions 2019 – Amicus ITS Digests: Session#2 Customer Experience

Customer Experience or ‘CX’ is the interaction between the organisation and the customer over the duration of their relationship. It is made up of three parts:

  • The customer’s journey
  • The brand touchpoints the customer engages with and
  • The environments the customer experiences (including the digital environment) during their experience

A good customer experience means that the individual’s experience throughout all touchpoints matches their expectations.

In this Forrester session chaired by CMO Victor Milligan with VP Principal Analyst James L McQuivey (middle of picture) and VP Research Director Harley Manning (right of picture), they talk about creating the best experience for customers in 2019 to get ahead of the competition.


James L McQuivey (seen above) talked about how consumers are changing their behaviours and consumption patterns towards brands as well as how they choose to interact – so it’s hard for companies to keep up.  However, he added, to differentiate ourselves in the market, we perhaps need to rethink our approach?  Instead of dreading more changed consumer habits that we have to keep up with, that organisations (like Amicus ITS as a service provider), could view a customer’s changing behaviours as a fresh opportunity for conversation and to explore how we could help differently and deliver things better?   This was set against a backdrop of consumers having massively increased their power through use of digital tools today and they demand more now – but they are also showing a willingness to be open to new experiences and new relationships with product and service providers.

Perhaps reassuringly, Harley Manning (pictured above) pointed out that the majority of companies are stagnating and have not been successful in creating change.  He observed that a good company will recognise that customer experience is important and something they have to do to be competitive.  But a great, ‘leading’ company will take advantage to expand opportunities because they’ve already taken time to try different forms of engagement and have the ‘permission’ to go further in 2019 using yet more channels.

Asked by Victor Milligan if this marked a strategic opportunity for companies, Harley Manning agreed, adding that for Boards, there was a ‘hygiene factor’ to note, as product and service companies could not afford to do poorly because this created a ‘reason’ for the customer to leave.  James L McQuivey added that therefore the invitation to seek to try something anew at that point was lost.   Harley Manning commented that the game changer for businesses would be those companies which recognised they may not have the best product, but could offer the best ‘experience’, as being the ones most likely to succeed going forwards.

James L McQuivey added that consumers have access to more digital tools today, but choosing between opportunities (read companies), required an ‘emotional connection’ to elevate the product/service. Harley Manning believed that the companies who were already delivering a substantially good customer experience, may not actually be racing to be the best, but remain happy with a holding position. Looking beyond to 2020, the panel believed that price wars were definitely not the answer, merely a race to the bottom, with those that failed to innovate not being able to catch up.

(Amicus ITS Sales Director, Les Keen)

For Amicus ITS, in our B2B market as an IT Managed Service Provider, the key takeaway is that successful customer experience is not a given in any industry, it comes through hard work, regular engagement at all levels by our teams with our customers to gain the right and  relevant insights from our customers that we can use internally to help us try do better each day.

Not everything works perfectly first time, but what I say to my team and our wider company is that success is a journey.  You have to keep working at it and refining the detail – and this is especially true of the digital age.   Finding the right digital tools to match not only our organisation’s needs but also the tools that we think will delight our customers, has been a journey Amicus ITS has been undertaking through 2018 with our Ami baby chat bot – and the choices we make to take us to the next stage in 2019 could be moderate or substantial game changers for the business in the longer term.  So whether through data insights, AI chatbots or  machine learning, we are with Forrester in that 2019 is the perfect time to revitalize, re-energise and lead the way with a vision for freshness and vitality.

We’d welcome your thoughts too if you would like to add a comment.

 

 

Forrester Predictions 2019 – Amicus ITS Digests: Session#1 the CIO and CMO

Last Wednesday saw the gathering of some of the brightest executive brains at Forrester, sharing their technology predictions for 2019 plus offering wary cautions against us taking the foot off the brake on the road to transformation.  In a sequence of fast-paced topical sessions targeted at both businesses and customers, Amicus ITS will be sharing these high level digests with you in mini break-out blogs this week.

Our Forrester co-chairs for 2019 were Carrie Johnson, Chief Research Officer and Victor Milligan, Chief Marketing Officer.  They started off by taking a look back at the last two years of business globally and summarised that some of the goals of businesses in the last two years technologically had been very bold but not always successful.  Forrester’s view for 2019 was that 2019 is the year that ‘transformation goes pragmatic’.

CIO and CMO
In the first session with VP Research Directors Matthew Guarani and Keith Johnston, the Forrester duo looked at how transformation could be ‘translated’ in practical terms to yield the best results from these two perspectives.


Matthew Guarini (middle of picture) commented that whilst transformation presented a great opportunity for business, many organisations are still not prepared to take full advantage of it.  He suggested that focusing on the essential elements in 2019 was primary – and choosing the right time to do innovation was key.

The challenge facing the Chief Marketing Officer (CMO) according to Keith Johnston  (seen on right of picture) was that technology had been massively commoditised in the last two years without much differentiation as digital media matures and finds its place . For him, finding a balance was key to making decisions (ie not technology for technologies sake).  With the customer experience largely flattened in 2018 (across the big brands), Johnston felt companies needed to go back to basics to ‘foundation build’ on their core values and brand in 2019 to deliver improvements after the big ‘growth and go’ directive in 2018.

Chair and Chief Research Officer Carrie Johnson asked about the risk of disenfranchisement from fellow Board exec members if the recommendation appeared to be asking companies to look backwards instead of consolidating on the big changes in the last 12-18 months?

Matthew Guarini agreed it carried a risk but pointed out the need for balance to be struck, employing the right focus and reasoning – and yes, with push back if needed.  This, he said should be accompanied by a parallel action plan (ie. so as not to have all eggs in one basket).   It needed correct development and focus to create momentum and give the marketing the best chance.    Keith Johnston added that any transformation takes time and metrics are often used in increasingly tight periods to evaluate hard results. This makes it hard for the CIO to get everything moving at speed to fulfill the demand.

Matthew Guarini added that the Operations side remained fundamental to achieving all these goals.  However, it was the change leaders and true business partners who could make the real difference – and this would be channelled by the Head of Sales.   The CMO role was ideally positioned to use the right technologies to drive the commercial directives where incremental value had been identified.  Using Marketing’s abilities of communication this should deliver the collaboration at C-Level in 2019 to ensure messaging was fully shared and taken on board throughout the organisation – which reflected what the customer needed.

Both felt that the technology disrupters would continue apace globally, challenging business assumptions and business models.  This was a good thing though and we should not be distrustful, as these creative business thinkers would continue to bring new technology, talent and ideas to the marketplace.

~~~

Whilst much of this is targeted at the big brands, retailers and B2C markets, from our B2B perspective these are still resonant takeaways.  It binds together good forward thinking and the need for pragmatism and planning.

For Amicus ITS, 2019 is about continuing to drive our business forwards, keeping our eyes on the horizon seeking out new technologies that we believe could create transformative opportunities for our customer base.

The difference between an MSP doing this versus a reseller is that we have the whole customer’s IT estate in front of us.   This makes us their trusted partner and safe pair of hands to offer guidance and deliver the right transformation programme that offers least risks on their journey.

Happy Data Privacy Day 2019!

It’s Data Privacy Day (@StaySafeOnline) and the National Cyber Security Alliance celebrates this with its annual symposium in San Francisco today.  It marks an opportunity to raise awareness and remind organisations about the importance of safeguarding data, respecting the privacy of individuals, enabling trust and encouraging a culture of cyber security.

Last week, IBM’s CEO Ginni Rometty speaking from Davos in Switzerland at the World Economic Forum, commented that one of the biggest issues for every government right now is privacy of consumer data but that a barrage of regulations could destroy the digital economy.

“Every government is itching to regulate, and the risk we all have is that there’s a great overreaction. The casualty is the whole digital economy.  We have to protect consumer privacy with precision regulation: consent, opt out, ability to delete”.

Rometty added that privacy is sacrosanct. “We (IBM) exist because clients trust us with data. So I think every company now has to do that, when everyone’s looking to benefit from it. If you’re gonna benefit from it, you have to live by those rules,” she said.

Amicus ITS Sales Director Les Keen added, “This is true for all responsible data guardians and a view that Amicus ITS endorses.  As an IT Managed Service Provider we are trusted and relied upon by our customers to manage their data safely.  Today’s event is a great reminder that we all have to keep on our toes to stay safe online and education will always remain at the heart of this – connecting the technologies, processes and people. Happy DPD!”

Any organisation wishing to discuss data protection issues in confidence can contact the Amicus ITS sales team by calling + 44 2380 429429.

 

Leeds first city to launch fully integrated NHS GP Electronic Patient Records service through GP Connect

NHS Digital have announced the launch this week of the first fully integrated GP Electronic Patient Records system to go live in the City of Leeds.  Leeds is the second largest city in England with a population approaching 785,000 so a decent test for working practice results.

This digital transformation has been facilitated by the NHS GP Connect programme service which works with various GP clinical system providers to develop Application Programming Interfaces (APIs) to make data from clinical systems available in standard form, so that it can be used across different systems.  In the case of Leeds, TPP (SystmOne) joined forces with EMIS Health to create this vital, secure backlink to GP practices.

The new system unlocks the digital records of all patients across the City to hospital clinicians, connecting primary and secondary care providers 24×7. It will enable authorised clinical staff to view GP records digitally and have source GP patient information to hand to better inform their care of patients.  The move reduces the burden on GP practices having to share  information via traditional unsecured routes like fax.  This is the first in a sea change of healthcare updates for the City, as plans are made to add more benefits in 2019.  These include secure access to structured medications (to optimise use of medicines), provision of allergies information, a more efficient appointment management system between practices and the integration of social care and mental health care records.

Richard Corbridge, Chief Digital & Information Officer at Leeds Teaching Hospital Trust said: “GP Connect connectivity improves the way data can be used as information in clinical practice throughout the city.  Delivering integrated care for the population is the key goal for every healthcare system and why the investment in digital is so intrinsic to the success of healthcare as a system rather than as silos of excellence.  In Leeds we can now plan to have a fully integrated primary care, social care, hospital care and mental health care record in place throughout the city in 2019, a giant leap and a unique proposition for the NHS.”

Dr John Parry, Clinical Director at TPP said; “This is a very important step to ensuring that patients benefit from having their medical records available for those caring for them , wherever they are receiving care”.

Dr Shaun O’Hanlon, chief medical officer at EMIS Group said: “We are delighted that connectivity via GP Connect is available right across Leeds. This important partnership with NHS Digital is part of our company’s wider commitment to providing the tools for system interoperability using open NHS standards across the UK, and helping clinicians drive up standards of joined up patient care.”

This marks a significant chapter for the NHS in contrast to the dismal days of NPfIT (National Programme for IT ), the NHS IT programme started in 2002 and scrapped after 9 years by the then coalition government and a public bill of £10 billion.  The journey to transformation in the NHS deploying Electronic Patient Records (EPR) has been slow and painful, but now with a number of vendors rolling out EPR services across the country (including: Cerner, Epic, Emis, Rose, eCare, Intersystems and System C), the pace is quickening for standardised data platforms to make an integrated healthcare service a reality rather than a dream.

French regulators throw the first big GDPR punch at Google with £44m fine

Google has fallen foul of the French data regulators with the announcement yesterday of an impressive £44m fine against the global search engine giant.  In a move that has sent the tech industry chattering, this marks the first major European penalty since the rollout of GDPR on 27th May 2018.  It was going to happen sooner or later, it was just a matter of who first?

Google’s blunder was their covert process of gathering data to personalise ads without ‘sufficiently’ informing user, burying the detail in terms and conditions and using pre-ticked boxes (contrary to new legislation).

CNIL, the French equivalent of the UK’s Information Commissioner’s Office filed two complaints as soon as GDPR came into effect.

Commenting on the severity of the fine, CNIL advised that the action was “justified by the severity of the infringements observed regarding the essential principles of the GDPR: transparency, information and consent”.

The penalty is the largest to date under the European Union privacy law, known as the General Data Protection Regulation, which took effect in May, and shows that regulators are following through on a pledge to use the rules to push back against internet companies whose businesses depend on collecting data.

The fine announced on Monday is far lower than the maximum penalty under the European privacy law, which is 4% of global revenue. For Google, that would be more than $4 billion!

The response has been largely welcomed in the wider MSP community as a prompt to improve better marketing processes, echoed by Amicus ITS.  Like many others today, Amicus ITS uses Account Based Marketing, so the lawful consent required is applied directly with the customer.

The news is a salutary reminder for vigilance with firms to ensure they comply with GDPR and offer flexibility in providing services through different marketing channels that create the variety and correct routes for data capture through websites and other means (which these days is translated as the increase in companies offering AI chatbots when communicating services or offering information with 3rd parties).

Are you surprised by the fine?  Who do you think is going to be next up for punishment?  Give us your thoughts.

How trusting are local authorities today with the cloud?

Cloud computing is a necessary direction for all in the public sector as directed by central Government.  In 2017, leading industry body TechUK issued a peer paper called ‘Building Local Government Trust in the Security of Cloud’.   In this, the widely held concern around security of cloud services was addressed, providing information, advice and specific messaging for local authorities.

The drivers of the shiny digital future underpinned by cloud computing were identified as:

• Internet of Things (IoT)
• Mobile applications
• Big data analytics
• Artificial Intelligence (AI)

The opportunity of cloud adoption is to enable ready access to computing platforms, ‘on demand’, creating efficiency and cost savings, with flexibility to allow for greater innovation, productivity and operational effectiveness.

A GovNewsDirect survey of 2016 did quote a growing concern over security of data in the cloud.  The counter was for organisations to use the cyber security tools, solutions and educational initiatives to introduce secure cloud computing and inform the user.

General Data Protection Regulations (GDPR)
Added to this, GDPR in May 2018 made all organisations sit up and take notice around effective management and processing of data for EU citizens. With penalties of 4% of global turnover or €20 million for any breach, a more thorough and diligent approach has added to the configuration considerations for cloud architecture and storage.

Accepting a half-way house to cloud?
For many public sector organisations, a full blown ascent to cloud migration is not feasible, often because of complexity around their legacy apps or workload types and the cost implications as the ROI for cloud is poor.  In this scenario, we are seeing and hearing greater noise around the hybrid cloud format, Hyper Converged Infrastructure (HCI) solution.  This on-premise hybrid solution has garnered advocates in the public sector, as being a viable and desirable way forwards as part of their digital journey, better suited for workloads with higher GB volume where performance is needed.

Digital vision, a budget to transform – mixed with a healthy dose of reality
For even the most progressive Councils in England, the drive to digital transformation comes with various challenges.  Glyn Peach, Director of Digital Services & Corporate Programmes at Swindon Borough Council, commented to us: “As part of our Transformation Programme, Swindon has evolved a highly effective Software Defined Data Centre and we’ve made solid progress on front end citizen services, moving many services online and providing self-service capability.  But true end-to-end user integration is still a little way off.  We are seeing great opportunity in data analytics and assistive tech.  This is starting to have an impact through our ‘Community Navigators’ programme supporting Adult Social Care and using preventative technology which can identify the risk of isolation and spot abnormal behaviour that may indicate a problem for the elderly in our care homes in Swindon.  If we can more broadly implement interoperability opportunities and open systems, this will ultimately pave the way for common standards that in the long term will bring down the costs of new tech and save money for the tax payer”.

Helpful tools

Cloud journey checklist
• Ensure your cloud service meets your organisations’ needs aims and objectives securely.
• Understand what type of data is involved and what levels of assurance are required.
• Work with cloud providers who have their own independently audited compliance framework standards (eg. ISO27001, Cyber Essentials Plus etc.)
• Use the latest cloud security technology to solve issues or business problems (ie around remote working or revenues and benefits)

Is it safe?  What information do you want to share with the cloud?
The levels of data privacy and security from different providers will differ depending on the type of information you are sharing when using a cloud service.  Amicus ITS has a Cloud Services Framework for helping organisations determine their own path. Take a look at our Cloud Assessment

Glyn Peach added:  “While the IT department may not handle the physical infrastructure or management of Shadow IT applications and services, IT does carry the burden of ensuring security and compliance for the corporate data that employees create and transmit through Shadow IT sources.  This creates mixed feelings toward Shadow IT, as some enterprises are willing to embrace the innovation and increased productivity it can deliver, while others aren’t as willing to look past the increased risk of security and compliance complications of Shadow IT”.

~~

Councils moving their infrastructure to cloud is a positive first phase.  Embarking on the path of true digital transformation is a second, far larger project which requires input from everyone and requires a re-examination of the entire way of doing business.  It is exciting though and with both parts of the journey, relies on careful planning, a strong strategic vision, good leadership, buy-in from the board, plus trusted partnerships.  Firstly in fostering and directing the talent of inhouse IT teams and then identifying the areas where further support or specialist technological solutions are needed to drive higher performance, enablement and ROI, adding new frontiers of value that come with our brave world of tech.

Q What has been your experience of cloud migration?  Has your organisation been able to make the leap to digital transformation, or is this part of a longer strategy which has either started or is being planned?

 

Beware Santa’s horses bearing gifts

Tis the season to be crafty!   Just as Amicus ITS was reaping the results of its own competition for staff to design a winning Christmas e-card for 2018 incentivised with online gift card vouchers for prizes, came the news report issued last Monday by security firm Barracuda Networks that Santa’s gone a bit phishy in a Gremlins kind of way in the run up to Christmas.

The increasing sophistication of social engineering has created a new cyber security workplace scam targeting receptionists, office managers and executive assistants.   The report states: “These types of attacks are very hard for traditional email filters to pick up because they are targeted, have a high reputation, and do not contain any obvious malicious signals”. 

Here, hackers will pretend to be the CEO or senior managers, using tactics like implied urgency and directed emails asking specifically say, for Google Play gift cards.  Phishing emails can also include a ‘signature’ implying it was sent from a mobile device.  Alternatively, the scam can be built around a secret ‘reward’ for employees.  There are no malicious payload links, or suspicious file attachments and they are often sent from trusted email domains.

Spokesman for Barracuda Networks, Asaf Cidon commented: “When sending social engineering-based attacks, attackers have always used context and timing to their advantage – and the Christmas season has opened the door wide to a lot of cleverly designed executive impersonation”.

What can you do about it?
Organisations should have the relevant anti-malware, spyware and adware in place.  Other security tools can include more advanced spybot software and AI-based security solutions to detect anomalies in email addresses that the CEO would not use, or behaviours which would recognised be uncharacteristic.  But alongside all of these technical competencies, it comes back to having an educated and informed workforce across the board, vigilant and trained to spot attack efforts and know the right remedial steps to take:

• Use HR to work with IT to help with employee messaging to avoid falling for these scams and to understand what technology is needed to ward off the attacks.
• Awareness spread through the employee network should reduce the time between attack and detection and prevent more extensive damage.
• If a gift card email scam hits your organisation, why not set a procedure in place for employees to be required to gain direct management approval to verify any financial requests.

Have you experienced this type of attack?  How did you react.  Anyone seeking advice on security measures around their IT systems can contact Sales on 02380 429429.