Technology plays a critical role in driving change in culture. And more often than not, involving firstline workers in digital transformation will drive unprecedented opportunity – for workers, the organisations they work for, and the industries and society at large.
For one of the world’s leading sports brands, Puma, firstline workers are the retail assistants who greet shoppers going into the stores; customer service assistants who assist with queries on the phone; or the merchandiser who selects the right products for their customers.
Recently, Puma took a bold step to replace its mystery shopping audit with a real-time customer feedback platform built on the Microsoft cloud. By empowering its retail staff on the ground with actionable real-time insights from the platform to take immediate actions to improve and rectify customer issues, this has enabled the brand to serve customers better; fine-tune staff training programmes and operations; and leverage the platform as a recognition tool for staff.
Come 2020, technologies such as artificial intelligence, real-time intelligence and enterprise social networks with video and voice capabilities will become the norm, and are expected to be integrated into the workplace, impacting firstline workers.
Read the full article titled “Technology Critical to Driving Change in Work Culture” to understand why digital transformation involving firstline workers cannot be an afterthought, but an integral part of the digitisation process to ready the organisation for its digital future.
“Empowering Enterprise” is an ongoing Ingram Micro series published in every Wednesday’s edition of The Business Times. It aims to provide news and thought leadership on the latest developments in cloud and security.
The series is produced in partnership with the following vendors: Dropbox, Microsoft, VMware, Cisco, IBM, Progress, Symantec, Barracuda, Dell EMC, FireEye, Hewlett Packard Enterprise, Juniper Networks, Lenovo, Menlo Security, Adobe, BitTitan, DocuSign, NSFOCUS and Veritas.
This post may contain excerpts from an article entitled “Technology Critical to Driving Change in Work Culture” published in The Business Times on 14 February, 2018.