Digital Leaders Blog

Digital Skills (2)

According to a recent survey by McKinsey, the way companies engage with customers and the tools supporting customer interaction will change dramatically over the next few years.

An omnichannel world will emerge with customers having access to a wide range of digital contact options for interacting with companies, not just the traditional call centre. Fully 75 percent of customers will use multiple service channels. This will include web sites, apps, social media, chat and voice.

Frontline robotics will also play an important gatekeeper role, helping to determine customer requests and handle simple issues. The report estimates that robots will be able to fully resolve 30 to 50 percent of all customer requests.

The emergence of omnichannel digital options will not mark the end of human contact centre agents. However, their role will change significantly, handling only the most complex requests, supported by robotics and artificial intelligence analysing large amounts of data and voice recognition patterns to communicate insights and recommendations to agents.

Manual work will be widely automated, allowing agents to focus fully on advising customers, delivering enhanced customer experiences, pursuing cross-selling and upselling opportunities. To achieve performance excellence in this future state, the report concludes that talent management and coaching will be crucial in empowering agents to seamlessly handle complex requests.

Five key dynamics transforming the customer care industry are identified:

  • Inbound calls will decline in number or be eliminated
  • Digital-care channels are already the starting point for most customer-care interactions
  • Large investments will be required to improve the skills of customer-care workers
  • High-end customised experiences will require companies to rethink customer engagement
  • New technology providers will flood the customer-care space, so companies must choose wisely

You can access the full article here.

Well worth a read.

Jim H

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A recent report by Capgemini, in association with LinkedIn, concluded that the digital skills gap is widening across a broad range of industries and countries, with over half of employees (and 60 per cent of digitally talented employees) investing their own time and money, outside office hours, to stay relevant.

Fifty-four per cent of the organisations surveyed were facing a growing digital talent gap, leading to a loss of competitiveness through hampering their digital transformation programmes.

Despite this, budgets for training digital talent remained flat or decreased in more than half (52 percent) of the organisations surveyed.

It would appear, therefore, that despite growing awareness of the digital skills crisis very little is being done to solve it.

Many employees are concerned that their skills are already, or will become, redundant. Twenty-nine percent believed that their skill set is redundant now or will be in the next one to two years; with more than a third (38 percent) considering their skill set will be redundant in the next four to five years.

From an industry perspective, 48 percent of employees in the automotive sector think that their skill set will be redundant in the next four to five years, followed by the banking sector (44 percent), utilities (42 percent), telecom and insurance (both 39 percent).

The majority of employees have little faith in their organisation's own training programmes, with most being described as not helpful, effective or given the time to attend.

The talent gap in soft digital skills is more pronounced than in hard digital skills. While people with experience in hard digital skills such as advanced analytics, automation, artificial intelligence and cybersecurity are in high demand, so too are soft digital skills including customer-centricity and passion for learning which are seen as an increasingly important characteristic of a well-rounded digital professional.

The top 10 digital roles set to gain the most prominence in the next two to three years are:

  • Information Security/Privacy Consultant
  • Chief Digital Officer/Chief Digital Information Officer
  • Data Architect
  • Digital Project Manager
  • Data Engineer
  • Chief Customer Officer
  • Personal Web Manager
  • Chief Internet of Things Officer
  • Data Scientist
  • Chief Analytics Officer/Chief Data Officer

A full copy of the report can be downloaded here - The Digital Talent Gap—Are Companies Doing Enough?

A summary of the report's main findings is available as an Infographic - please click the image below to enlarge:

Take care.

Jim H

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