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The Future of DCX

Exceptional customer experiences are the expectation in 2020. Zoom, Netflix, Apple, Amazon, and other category leaders know this and have built strong business models around customer experience best practices.

Personalized interfaces across all channels and devices presented with simplicity and speed are now table stakes. Doesn’t sound like a revenue-driver or key differentiator? How often have you decided to use a service or buy from a company because of a seamless customer experience across physical and digital channels?

Positive experiences lead to a positive perception of the product and company, loyalty and word of mouth. That’s why companies that emphasize a robust digital customer experience (CX): …

- Average 60% more profitability than their competitors
- Have dedicated budgets for automating their customer experience to enhance customer insights
- Were 3-times more likely to achieve their goals in 2019 (Econsultancy)
- Know that 60% of loyalty is based on CX (and not brand or price) (Gartner)
- Understand that two-thirds of consumers find a positive brand experience more influential in their buying decisions than great advertising (PwC)
- Make artificial intelligence a high priority and 36% are already using it to enhance CX (Econsultancy)
- To enhance CX, are more than 9X likely to integrate data from multiple sources, analyze customer interactions across channels, and engage customers across channels (Pointillist)
- Invest in truly understanding customers via customer data platforms and real-time decision engines (Pega)

But how do you budget for and measure CX? What are the right ways to prioritize and manage your company’s CX efforts? Which technologies should you use? What are the current and future trends you should consider or implement?

We’re going to answer these questions and other related questions on April 28 with some experts that are happy to share best practices and go over some real-life examples.
Recorded Apr 28 2020 59 mins
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Presented by
Steve Moritz, Chief Digital Officer, System Soft Technologies; Andrew Vincent, Creative Director, System Soft Technologies
Presentation preview: The Future of DCX

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  • The 6 Critical Technologies You Need for the Post-Pandemic economy May 28 2020 6:00 pm UTC 60 mins
    Steve Moritz, Chief Digital Officer, System Soft Technologies & Eric Z. Leonard, Microsoft Practice Lead, SST
    COVID-19 has precipitated an economic crisis that is forcing companies to confront uncertainty like never before:

    - How to align operating costs with a dwindling top line
    - How to support remote and virtual workers who may never return to classic, physical office space, but still must collaborate and perform at high levels
    - How to manage capacity (people, hardware and software) with demand forecasts being so fluid and uncertain

    This webinar will identify six specific technology solutions that every company must consider to address these challenges, spanning e-commerce, digital workplace, robotic process automation, cloud deployment, and security frameworks.

    Tangible examples will be provided on how these critical technologies can be quickly put into practice and implemented in scalable ways to align with an uncertain future.
  • The Future of DCX Recorded: Apr 28 2020 59 mins
    Steve Moritz, Chief Digital Officer, System Soft Technologies; Andrew Vincent, Creative Director, System Soft Technologies
    Exceptional customer experiences are the expectation in 2020. Zoom, Netflix, Apple, Amazon, and other category leaders know this and have built strong business models around customer experience best practices.

    Personalized interfaces across all channels and devices presented with simplicity and speed are now table stakes. Doesn’t sound like a revenue-driver or key differentiator? How often have you decided to use a service or buy from a company because of a seamless customer experience across physical and digital channels?

    Positive experiences lead to a positive perception of the product and company, loyalty and word of mouth. That’s why companies that emphasize a robust digital customer experience (CX): …

    - Average 60% more profitability than their competitors
    - Have dedicated budgets for automating their customer experience to enhance customer insights
    - Were 3-times more likely to achieve their goals in 2019 (Econsultancy)
    - Know that 60% of loyalty is based on CX (and not brand or price) (Gartner)
    - Understand that two-thirds of consumers find a positive brand experience more influential in their buying decisions than great advertising (PwC)
    - Make artificial intelligence a high priority and 36% are already using it to enhance CX (Econsultancy)
    - To enhance CX, are more than 9X likely to integrate data from multiple sources, analyze customer interactions across channels, and engage customers across channels (Pointillist)
    - Invest in truly understanding customers via customer data platforms and real-time decision engines (Pega)

    But how do you budget for and measure CX? What are the right ways to prioritize and manage your company’s CX efforts? Which technologies should you use? What are the current and future trends you should consider or implement?

    We’re going to answer these questions and other related questions on April 28 with some experts that are happy to share best practices and go over some real-life examples.
  • Drive Employee Productivity Through The Digital Workplace Recorded: Mar 31 2020 61 mins
    Troy Trudel, Vice President Alliances, Akumina & Steve Moritz, Chief Digital Officer, System Soft Technologies
    Providing a collaborative platform for employee engagement and productivity has never been more important than now. Global health concerns are forcing organizations to try to operate normally while employees become more dispersed and distracted. This applies regardless of industry, company size or geography.

    So what is needed now? To avoid significant future challenges for operations and financial results, organizations must find creative ways to enhance employee engagement, connect people, automate processes, and boost productivity. The answer: A digital workplace that delivers a personalized employee experience for a distributed workforce.

    Attend this webinar and learn:
    - What is a best-in-class digital workplace
    - How it boosts productivity, reduces attrition, and enhances engagement and collaboration
    - How to introduce a personalized and self-curated digital employee experience

    You will also gain insights on:
    - How best to support remote workers
    - Why retention still matters
    - How robotic process automation plays into the solution
    - How productivity influences business growth
    - How employee engagement affects productivity
    - How to start with the design and deployment of a modern digital workplace experience
  • Open Source vs Custom: Choosing the Best AppDev Approach Recorded: Feb 25 2020 52 mins
    Wesley Todd, CEO and co-founder, Caseglide and Ashok Yarlagadda, CIO, System Soft Technologies
    With the growing popularity of Open Source, many app developers face the question of whether to go that route or build with custom code. There are pros and cons to each. So how do you decide? And how does the fluid nature of digital transformation impact the decision?

    In this webinar, the co-founder and CEO of Caseglide, an insurance case management software company, describes his company’s journey in making this choice, the challenges faced, the approach employed for evaluating each, and the basis for the decision. He’ll also describe how things turned out from a technical and business perspective.

    Attend this webinar and learn:
    - Key factors that go into making this choice
    - How to decide which is best for you
    - How to evaluate alternative approaches
    - Important considerations in implementation and maintenance
    - Potential pitfalls to consider

    Presenters:

    Wesley Todd, CEO and co-founder, Caseglide
    Ashok Yarlagadda, CIO, System Soft Technologies
  • A Modern Approach to Application Development Driven by Digital Transformation Recorded: Jan 28 2020 58 mins
    Steve Moritz, Chief Digital Officer; Ashok Yarlagadda, Chief Information Officer
    Application development used to be relatively simple. You built one application to solve one problem that users accessed through one type of interface on one type of device. Requirements, data types, and formats were all pretty static. Development was linear and predictable. Skill sets/expertise of developers and user expectations were well-defined, not too diverse, and stable.

    Today, organizational innovation as fueled by digital transformation has completely changed this model. A tremendous variety of users (internal and external) demand an experience that delivers flexible functionality accessible across a number of interfaces, using a plethora of access pathways (cloud, mobile devices and apps, wearables, digital assistants, browsers). Their needs/expectations are fluid and the applications built must accommodate a much wider spectrum of requirements.

    For organizations to service their customers effectively in this new environment, many are turning outside app dev services to augment their in-house capabilities. These services are turning the traditional model on its head and providing valuable capabilities and capacity to deliver business agility.

    Attend this webinar and learn how to use this innovative model to deliver transformative technology and accelerate innovation.

    - What is appdev outsourcing and what are the characteristics of organizations that should leverage it?
    - What are the typical business benefits of these services?
    - How should an organization get started and determine the optimum service solution and provider?
    - What’s the future for appdev services?

    When: January 28, 2020, 11 am PST
    Presenters:
    - Steven Moritz, Chief Digital Officer, System Soft Technologies
    - Ashok Yarlagadda, CIO, System Soft Technologies
Accelerating Innovation
System Soft Technologies provides clients across multiple industries with cost-effective, innovative IT consulting services and solutions. We build client relationships around a collaborative business approach to solve their most difficult IT challenges. We have been widely recognized for our collaborative, client-centric approach to business, as well as our passion for excellence, both of which have resulted in significant yearly growth.

With over 700 highly-trained professionals and offices throughout the US, Canada, and India, we provide a sound, geographically-advantageous partnership for fulfilling onsite client projects. We also utilize an offsite model to manage client costs.

Rapid innovation and application development make up the foundation of our business model. Our solutions combine the latest technologies, training, consulting and technical support. Our portfolio consists of technical project support and consulting services. Our Innovation Labs builds leading-edge products to address unmet critical needs we identify across our broad client base, such as Elysium Analytics cybersecurity and Delphian Trading predictive investment analytics.

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  • Title: The Future of DCX
  • Live at: Apr 28 2020 6:00 pm
  • Presented by: Steve Moritz, Chief Digital Officer, System Soft Technologies; Andrew Vincent, Creative Director, System Soft Technologies
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