Tag: Australia

Ecosystm Leaders Roundtable_A Unified Approach to Employee Productivity and Cybersecurity Risk Management
Leaders Roundtable: A Unified Approach to Employee Productivity and Cybersecurity Risk Management

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Leaders Roundtable:A Unified Approach to Employee Productivity and Cybersecurity Risk Management

Building a synergy between Cybersecurity and ITOps

Australian organisations are adapting to new ways of work – whether it is formalised hybrid work practices, reimagined office environments, or new connectivity and communications strategies for employees across different locations and offices.

This can sometimes lead to conflict within the technology teams – while infrastructure and applications teams have the mandate of maintaining employee productivity, cybersecurity teams face the critical task of safeguarding both employees and the organisation.

Employees needs security solutions that are not only effective but also effortlessly integrated into their daily routines, eliminating the temptation to seek workarounds – this means empowering them with seamless and simple security solutions.

To strike the right balance, cybersecurity and IT teams should assess new policies and technologies with a focus on the Digital Employee Experience (DEX). They need to consider whether the end-user experience might unintentionally encourage workarounds or risky behaviours for the sake of convenience and, if so, whether that risk is justifiable.

Don’t miss this opportunity to gain insights into the latest trends and best practices on secure DEX. Join Ecosystm and your peers from the IT and cybersecurity teams in this exclusive executive roundtable discussion.

Here’s a preview of the discussion:

  • CISO-CIO Collaboration. Learn about effective collaboration between top IT leaders to enhance security and operational excellence.
  • Balancing Security & User Experience. Explore strategies to maintain robust cybersecurity without compromising the digital employee experience.
  • Future-Proofing. Discover the importance of adaptability in IT operations and security to stay ahead in a rapidly evolving tech landscape.

Join us for an insightful discussion on these critical topics and gain a deeper understanding of how collaborative strategies and forward-thinking approaches can shape the future of cybersecurity and IT operations.

Traditional approaches to cybersecurity have proven consistently inadequate in safeguarding sensitive data and digital assets in today’s data-first organisations.

The proliferation of interconnected devices has opened new avenues for cyberattacks, putting our organisations at greater risk of financial and reputational loss.

Cybersecurity leaders, like yourself, recognise that cyber strategies need to be intelligent, adaptive, and forward-thinking. Despite the urgency, there are challenges to building cyber-resilient organisations.

Ecosystm research finds that in Singapore:

  • 78% of technology leaders feel that their organisations do not have the right governance and risk policy
  • Insider misuse (51%) is considered a bigger threat than phishing attacks (49%)
  • 78% are concerned about the proliferation of end-points and network access

We invite you to join this dynamic exchange of ideas, insights, and experiences, where the discussion will focus on:

  • The importance of a risk and management strategy that protects your organisation before, during, and after a breach
  • Best Practices to mitigate the challenges of tools proliferation to give cyber leaders easier visibility of all their cyber assets
  • How cyber leaders have to become storytellers for greater executive buy-in and organisational compliance

This is an excellent opportunity to learn from your peers on how they are negotiating the challenges of protecting their organisations.

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Ecosystm Leaders Roundtable_Uniphore Nexon_Enhancing Customer and Employee Experience through AI Strategies for Success
Leaders Roundtable: Enhancing Customer and Employee Experience through AI: Strategies for Success

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Leaders Roundtable: Enhancing Customer and Employee Experience through AI: Strategies for Success

It is a common belief that happy employees lead to happy customers!

Despite the growth of digital channels, the human touch remains important. Agents have an immense role to play in salvaging unhappy customer relationships, converting prospects to customers, and upselling to existing customers. But as customers define the experience they expect from a brand, there is significant pressure on agents. How do organisations maintain the fine balance between wanting the best-in-class customer and employee experience?

AI has emerged as the answer to this business challenge – it can play a significant role in automating customer responses and reducing call volumes and agent workload. It can also improve agent productivity and efficiency. Smart businesses are using AI to assist agents during and after the call using NLP to understand caller intent, conducting sentiment analysis during and after an engagement, and automating post-call follow-up steps. The challenge is finding a tested and proven method that can quickly deliver the results that customers and businesses demand.

Ecosystm research shows that in contact centres in Australia:

  • 54% consider self-service a key step to improving customer experience – yet only 20% of them are incorporating AI into self-service channels.
  • 72% feel that conversational AI can free agents for more critical tasks, while 66% feel that the data from the solution can be used for better sentiment analysis.
  • 72% are concerned about customer uptake of conversational AI – this is primarily because 68% feel their solution may not be up to the mark.

Join us and your industry peers for this Executive Leaders session, where we will discuss:

  • How businesses are saving money while improving the customer AND agent experience
  • What a good AI-enhanced customer experience looks like
  • Ways to simplify the change that will become inevitable with the adoption of AI
  • Where industry leaders are starting their AI-led customer experience journeys

This will be a great forum for you to share your experiences in implementing automation and AI in customer journeys and hear from your peers on how they are improving agent productivity in this challenging and unpredictable economic environment.

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The Future of the Public Sector​

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Technology is reshaping the Public Sector worldwide, optimising operations, improving citizen services, and fostering data-driven decision-making. Government agencies are also embracing innovation for effective governance in this digital era.​

Public sector organisations worldwide recognise the need for swift and agile interventions. With citizen expectations resembling those of commercial customers, public sector organisations face mounting pressure to break down the barriers to provide seamless service experiences.​

Read on to find out how public sector organisations in countries such as Australia, Vietnam, the Philippines, South Korea, and Singapore are innovating to stay ahead of the curve; and what Ecosystm VP Consulting, Peter Carr sees as the Future of Public Sector.

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Click here to Download ‘The Future of the Public Sector​’ as a PDF

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Ecosystm Leaders Roundtable_Collaboration 2.0 What Does It Mean For Your Business
Collaboration 2.0: What Does It Mean For Your Business and How Does It Improve Productivity

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Leaders Roundtable: Collaboration 2.0: What Does It Mean For Your Business and How Does It Improve Productivity?

As AI and Automation technologies further redefine the role of information workers, the importance of creativity, flexibility and teamwork will only increase.

Working styles and business workplaces continue to evolve – after a few years of bedding down the “post-COVID modern workplace” industry leaders are now looking to evolve their working environments and related technology and processes to support their employees in a tightening economy.

As organisations tighten budgets and curtail travel, employees are once again looking towards collaboration tools to drive their productivity and improve teamwork. But this time, the pressure to innovate and transform has heightened – with more stakeholders across more partners and locations helping to drive your business forward.

Ecosystm research finds that in Australia:

  • Employee experience (EX) is the second most important business priority behind digital transformation, with nearly 40% of businesses looking to dramatically improve their EX
  • To drive this change, 58% of businesses plan to increase their investments in Digital Workplace platforms and tools – the highest increase of any technology area
  • Our worker wants more flexibility – with only 11% preferring the traditional 9-5 working hours

Join us and your industry peers for a discussion on what you should be focusing on, as you are tasked with refreshing your digital workplace for the new challenges ahead. The discussion will cover:

  • What are the digital workplace challenges business are facing, and how are businesses in Australia responding to these challenges?
  • How leading businesses are empowering their teams to improve their collaboration?
  • How your teams can continue to transform the business in a resource-restrained environment?

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Leaders Roundtable: Empowering Sustainable Futures: Approaching the challenge as a whole enterprise

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Leaders Roundtable: Empowering Sustainable Futures: Approaching the challenge as a whole enterprise

Executives across various industries are seeing enormous demand for transparency and action on sustainability goals.

Investors, funds, customers, regulators, staff, and communities want action on “Environmental, Social, and Governance” (ESG) concerns.

Executives are aware of the benefits a well-articulated and quantified sustainability strategy brings – brand equity, customer acquisition, risk management, and talent attraction and retention.

However, articulation is no longer enough. Governments, regulators & stakeholders are demanding more transparency & consistency in sustainability. They are demanding to see actions and impact and not just talk.

An Ecosystm research shows that:

  • While sustainability is a key focus for 61% of Asia Pacific organisations, only 23% have a clearly defined strategy to back it up.
  • 55% of organisations consider access to the right data a major hindrance to their sustainability projects.

How can organisations drive structure and credibility into the discovery, progress measurement, and reporting of sustainability performance? What are the common challenges – such as the gathering of credible data both internally and from partners, the lack of common standards, effort and resources required to report on performance, and integrating reporting on financial and non-financial ESG metrics? How can a robust technology platform mitigate some of these challenges through efficient data collection and verification, better forecasting and scenario modelling, and design/automation of reporting?

Join this Executive Leaders Roundtable to discuss how you can support your organisation’s sustainability goals, demonstrate the outcomes that your organisation wants to achieve, and communicate the progress to all internal and external stakeholders in a clear and credible way.

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The Need for a Collaborative Healthcare Strategy
Leaders Roundtable: The Need for a Collaborative Healthcare Strategy

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Leaders Roundtable: The Need for a Collaborative Healthcare Strategy: Why you must focus on ease and efficiency

Healthcare has emerged as a transformed industry through all the crisis over the last few years.

It has seen rapid tech adoption, shifts in business processes and changes in the mindset of the clinicians, administrative staff, and patients.

The most overwhelming impact on the industry has been the widespread acceptance of virtual care/ telehealth. In Australia, between March 2020 and February 2022, nearly 96 million telehealth services were delivered to almost 17 million patients; and more than 91,000 clinicians used telehealth services, according to the Australian Digital Health Agency. With virtual care increasingly becoming mainstream the healthcare system is on the verge of realising the benefits of a collaborative healthcare model.

Collaborative Healthcare Helps Providers Achieve their key objectives

Have you as a healthcare business or as a clinician adopted virtual care? What are the challenges that you continue to face when delivering care remotely? How can you improve patient experience when delivering healthcare using a hybrid model – in-person consultations supplemented by virtual visits?

Join us and your industry peers for this Executive Leaders discussion where we will discuss the biggest challenges facing healthcare delivery today; how patient and employee expectations are shaping the future of healthcare; and the need to keep virtual visits simple and seamless.

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Leaders Roundtable: Improve Contact Centre Productivity with Conversational Intelligence and Automation

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Leaders Roundtable: Improve Contact Centre Productivity with Conversational Intelligence and Automation

Contact centres are the frontline of your human customer experience – your hard-working team help customers at all stages of their journey with your brand, and they deal with your customers in every state of mind – happy, hurried, delighted, disappointed, rude or responsive.

They are often the heroes that save customer relationships, Recover customers from broken customer journeys, convert prospects to customers and upsell existing customers. But in this tight employment market, finding new team members is challenging and costly from a recruitment and onboarding perspective, while retaining high performers is even harder! It is so surprise that many contact centres are already short staffed – meaning long wait times for customers and less than optimum experiences.

Today, for many leading businesses, the focus is firmly on improving the agent experience to ensure better customer outcomes and happier, more productive team members. Smart businesses are deepening the automation of the agent experience – assisting agents during and after the call by providing in call guidance and automatic call summaries, leveraging natural language processing and AI to understand caller sentiment and intent.

Join us and your industry peers for this Executive Leaders discussion on how businesses are reducing operational costs, while improving the customer and agent experience. Hear from industry leaders and learn about their best practice deployments. This will also be an opportunity to share your own experiences in implementing automation and AI in your own customer journey and hear from your peers on how they are managing agent productivity in this challenging and unpredictable economic environment.

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Leaders Roundtable: Make Your Business Smarter and More Secure with Enterprise Automation

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Leaders Roundtable: Make Your Business Smarter and More Secure with Enterprise Automation

Businesses across Australia are entering a challenging economic environment – increasing cost of inputs, harder to find and hire staff, continuing supply chain issues and slowing economic growth.

At the same time, customer expectations continue to accelerate – omnichannel is now an expectation; good experiences aren’t enough – they now expect a continually improving digital experience. These same experiences are also driving increased expectations inside your business as consumer experiences drive an expectation of easier digital employee experiences. And the cybersecurity threat to your businesses and customers is real. Over 80% of businesses have experienced more than one data breach over the past twelve months.

To meet these changing demands, leading businesses are focusing on enterprise-level automation. Moving automation outside of silos and teams and making it an enterprise-level capability will be the focus for many business and technology leaders in 2023. Aligning people, systems and processes to deliver intelligent and automated business and customer outcomes is the challenge today.

Join us and your industry peers for this Executive Leaders discussion on how businesses are embracing AI, automation, composable architecture and decision intelligence to deliver improved business and customer outcomes at pace. Hear from industry leaders and learn about their best practice deployments. Share your own experiences in implementing automation and AI in your own business.

Ecosystm will share our research on AI and automation vendors – what is the market perception of the leading providers and why do buyers prefer these leaders? Attendees will also learn:

  • How Intelligent automation is helping to drive customer outcomes faster
  • How businesses are using AI – and associated data capture and process mining/improvement – to augment human processes and allow employees to focus on what makes a real difference to customers and their business
  • The benefits of low-code and no-code platforms and how they are helping businesses develop new capabilities at pace – providing the agility that customers demand;
  • How intelligent integration is helping break down the silos between business units and teams
  • How automation can minimise your attack surface and reduce the threat of cyber-attacks.

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Leaders Roundtable: How Data Security Will Accelerate your Business Growth

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Leaders Roundtable: How Data Security Will Accelerate your Business Growth

Organisations are looking for simpler answers to their data security and compliance challenges.

‘Data security’ is a broad reaching concept that covers numerous complex challenges most organisations face on a daily basis. But the solution does not need to be complex, or costly, to protect your most valuable assets.

With an ever-evolving regulatory landscape; business stakeholders focused on agility and speed to market; and increasingly complex technology stacks, how do organisations balance the competing priorities and reach a level of nirvana for data security?

Join this Leaders Roundtable where Alex Woerndle, Principal Advisor, Cyber Security, Ecosystm will facilitate an open discussion that will cover:

  • Simplifying your data security
  • Staying ahead of evolving critical infrastructure obligations
  • Dealing with skills shortages

We hope you can join us, and we look forward to hosting you!

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