Leaders Roundtable: Striking the Right Balance: Bringing a Human Touch to AI in Customer Experience

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Leaders Roundtable: Striking the Right Balance: Bringing a Human Touch to AI in Customer Experience

In this digital era, the pivotal role of customer experience (CX) in building brand loyalty and trust is top of mind for many companies.

Organisations are swiftly adopting technology, especially AI-driven solutions, to elevate their customer and employee experience strategies, boosting efficiency and convenience along the way.

Yet, integrating AI into CX is a delicate balancing act. AI is often perceived as impersonal, lacking the human touch that can foster genuine connections and empathy in CX.

According to Ecosystm research in Singapore:

  • 52% of organisations prioritise customer self-service to enhance CX and reduce employee workload
  • 75% have implemented or are considering AI-infused self-service technologies
  • 64% worry about smoothly transitioning to a human when AI can’t address customer queries or issues

Organisations require a practical and seamless AI-powered solution that elevates both customer and employee experiences.

We invite you to join me and your industry peers for a closed-door candid conversation on:

  • Key pain points in meeting customer demands for CX and practical solutions to mitigating them.
  • Harnessing the power of unified CX, communications, collaboration, and employee solutions on one single platform
  • Best practices for leveraging customer intelligence to help drive efficiency and increase profitability.
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Leaders Roundtable: Do You Have the Right Collaborative Healthcare Strategy?

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Leaders Roundtable: Do You Have the Right Collaborative Healthcare Strategy?

The healthcare industry has undergone a significant transformation amidst the crises of the past few years.

With rapid technology adoption, changes in business processes, and shifts in the mindset of clinicians, administrative staff, and patients, the priorities of healthcare providers have evolved. In the past year, organisations have shifted their focus towards implementing innovative measures to improve systemic efficiency, reducing costs to manage resource sprawl, and enhancing employee experience to improve retention rates.

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As virtual care becomes increasingly mainstream, the healthcare system is poised to realise the benefits of a collaborative healthcare model. Collaborative care has emerged as a key enabler for achieving the top business priorities in healthcare.

What collaborative care strategy works best? Has your organisation adopted hybrid care – in-person consultations supplemented by virtual care? What will make patients adopt virtual visits? With the proliferation of technology, how can you make it easier for clinicians and administrators to access the right technology to provide better care?

Join me 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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Ecosystm Podcast Episode 23-The Path to a Collaborative, Empowered & Resilient Workforce: Featuring Zoom and Grab

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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: Process Automation Needs Workflow Redesign

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Leaders Roundtable: Process Automation Needs Workflow Redesign

Do organisations run the risk of delivering poor experiences?

We live in a world of hyperpersonalisation. Every successful organisation today is focused on delivering optimal experiences to its customers and employees – and are constantly evolving them as expectations shift.

While organisations invest in technologies for better experiences and process automation, they often do not pay enough attention to workflows. Process automation to deliver better experiences and efficiencies require agile and reliable workflows that are designed keeping on business value and financial benefits in mind.

Why should you focus on redesigning workflows?

  • To meet the expectations of your contemporary, highly evolved customers
  • To address your biggest employee challenges of delivering frictionless experiences and processes
  • To ensure that your organisation remains agile in the face of constant change

What does a workflow redesign process look like? Which are the workflows that you should prioritise?  How do you support the workflow redesign with the right steps to upskill and reskill your employees?  What role does technology play in a seamless workflow redesign?

Join me and your industry peers for this Executive Leaders discussion where we will discuss how you can deliver excellent customer and employee experiences, process efficiency and cost optimisation through a re-evaluation of your existing business workflows.

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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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