Here are five ways to kick-start your thinking, along with recommendations to help you automate your company operations and workforce.
1. Technology planning
Technology plans should focus on at least these three core areas: customers, workforce and operations.
Customers always come first and, of course, some technology areas will definitely overlap (i.e. operations and customers). While you are preparing or evaluating your core technology or IT budget, you must lead with the "why" and the "who" first, making sure you are covering all of your technology bases.
Customer technology may include online and in-store systems, through partners and third parties, and through distributors or wholesale. Each technology path through these channels must be explored in depth: What is working? What isn't? What can be automated? What can be improved? And how does this impact the customer experience (CX)?
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