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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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  • RPA Zero to Hero: How to Rescue Your Bots Oct 15 2020 6:00 pm UTC 60 mins
    Stephen Moritz, Chief Digital Officer, and Raj Patil, RPA Practice Lead
    5 Fast and Smart Ways to Get Real Value from Your RPA Investment

    The current economic landscape puts business leaders in a predicament: They must hit revenue goals under challenging conditions with less staff. As economic contraction pushes businesses to rely on automation, the need to effectively implement and/or scale Robotic Process Automation projects intensifies. But often, there is a lack of capacity and capability to do so.

    Achieving a cost-effective RPA implementation requires that a company's strategic goals must shape the contours of its deployment. Now is not the time for a limited and ineffective commitment to RPA-driven automation. A recent Forrester survey shows up to 80% of RPA programs do not hit ROI targets, because companies get stuck after deploying just a few bots. And, for those that commit to broad RPA programs, Deloitte says longer-than-anticipated bot implementations have delayed ROI.

    For those that have not started leveraging RPA, there are questions as to where to begin. Others that have begun their RPA journeys are looking for ways to avoid problematic implementations and best practices to scale.

    About this Webinar
    During this webinar, we will share insights with business and technology leaders who must find RPA success and realize optimal ROI now. Our focus will be on the top five reasons RPA efforts fail and how to proactively mitigate risks and overcome challenges for each. Consider:

    Failure #1: Improper technical and infrastructure setup
    Failure #2: Inadequate implementation of a Center of Excellence concept or Operating Model setup
    Failure #3: Not following bot development and implementation of best practices
    Failure #4: Lack of skills and integration with IT strategy and resources
    Failure #5: Unclear strategic vision and evangelization of RPA

    We will also cover our QuickStrike Assessment approach, which provides a rapid review of current plans and a defined path forward for remediation and optimization.
  • Modernize Your Business Through Rapid Application Development Recorded: Sep 10 2020 61 mins
    Steve Moritz, Chief Digital Officer, SST & Ashok Yarlagadda, CTO, SST & Venkata Tumma, Solutions Architect, SST
    3 Tangible Ways to Deploy Software Faster & Drive Business Agility During Challenging Times

    With no return to pre-pandemic normal in sight, business leaders are feeling the heat to modernize their digital experiences in order to connect a distributed workforce and improve customer loyalty in an online-amplified world. Accelerating software development to provide these experiences is critical, yet more often than not, business leaders must confront delayed timelines that jeopardize sustainability.

    While resource gaps and ever-increasing backlogs tend to be the norm, it just might be your application development approach that is the major problem. Why continue to gamble on a development approach that is failing? Might there be a better way?

    There are many robust digital technology tools now available to drive transformation. Methodologies have evolved to emphasize agility and faster deployment. Yet, these “developments” have had little impact on the problem that software development takes way too long. In this webinar, we’ll walk you through three high-impact accelerators, so you can meet the escalating technology needs of employees and customers:

    - Automated Software Development Platforms – Use of low-code / no-code software development and Robotic Process Automation (RPA) platforms
    - Partnership with an Expertise as a Service (EaaS) Partner – Integrate internal teams seamlessly with external experts to close skills gaps and add needed capacity in real-time
    - Source Code Repositories: Leverage code-based assets (open source and others) that already exist

    Webster defines acceleration as “the act or process of moving faster or happening more quickly”. If you’re not accelerating, then it’s likely your competitors are. Don’t lose the race.

    Attend this webinar where we’ll provide explicit details and case studies of how organizations of various sizes have been able to implement these accelerators and prosper during challenging times.
  • Five Ways to Revolutionize Business Models Through Microsoft Azure Cloud Recorded: Aug 6 2020 60 mins
    Steve Moritz, Chief Digital Officer & Eric Leonard, Microsoft Practice Lead & Don Bilbrey, Senior Solution Architect
    If you think the “cloud” is solely a technical strategy to cut IT costs, then you are wrong. Attend this webinar and learn how organizations (maybe your competitors) are leveraging Azure to thrive.

    About this Webinar
    Unprecedented and uncertain times call for senior leaders to find near-term and practical ways to optimize business processes, expand revenue sources, and implement digital innovation.

    Organizations can’t survive by only cutting costs, reducing headcount, and shuttering operations. Yes, it is practical and achievable to enhance business operations through the migration and expansion of Azure Cloud Services.

    While many leaders may think that the cloud is an effective way to quickly eliminate fixed costs for infrastructure, we will illuminate how top line, customer engagement, and product expansion can be achievable outcomes as well. This webinar will be of interest to the C-Level Executives who want to hear real-life examples of how Microsoft Azure Cloud has supported tangible business transformation.

    As a business or technology leader, you will gain meaningful knowledge and tangible ideas as we thoroughly review these case studies (and others) of how Azure Cloud Services has been used by a:

    - Health Care firm to design and deliver new services to an expanded geographic market, with lower costs and higher margins to drive an increase is product revenue of 18%

    - Global Telecommunications company to leverage Azure Artificial Intelligence and Machine Learning to implement a customer attrition proactive strategy that cut attrition by 15%

    - A security analytics business migrated an on-premise implementation of its technology to Azure to enable a Security Analytics as a Service business model, greatly increasing total addressable market, value proposition and revenue

    Webinar attendees will also gain insights on an approach for defining a roadmap for Azure transformation, from business ideation through technical architecture design and migration.
  • Why Senior Business Leaders Need to Embrace a Low Code / No Code Platform Now Recorded: Jul 21 2020 63 mins
    Steve Moritz, Chief Digital Officer, System Soft Technologies & Cal Fuerst, VP of Sales and Operations, Citizen Developer
    These are difficult times for Executives as they look to forge sustainable business models that can adapt to the reality of prospects, customers, and employees being home-bound and geographically remote.

    What will separate the winners from losers as we adapt to the “new normal” caused by the pandemic and related economic challenges? The Answer: the ability to implement innovative technology in an agile, and rapid timeframe as delivered via a low-code / no-code platform.

    The content provided in this webinar will be of interest to business and technology leadership as we cover real-life examples of software solutions developed with the Citizen Developer’s low code / no-code platform. Case studies will be explored that cover the business agility, speed to market, and highly secure aspects of software delivered to serve customers, connect employees, and drive top line.

    We will cover important information about the Citizens Developer platform that will be meaningful to business and technology leaders:

    - What is a low-code / no-code platform and why it has become a business weapon for many organizations
    - How the platform can address the technology skills gap that most clients confront
    - How quickly software can be developed to support business agility and innovation
    - How security and scalability are addressed through cloud deployment
    - How to assess potential high-value use cases and roadmap for rapid implementation
  • Optimize Your Organization with Microsoft Teams and Conquer the Next Crisis Recorded: Jun 30 2020 63 mins
    Steve Moritz, Chief Digital Officer, System Soft Technologies & Eric Z. Leonard, Microsoft Practice Lead, SST
    The last few decades have unfortunately seen the advent of multiple crises, each with different causation spanning health (pandemic), economic (mortgage melt-down), and geopolitical (terrorism and 9-11). While each crisis has been unique, the negative consequence on business operations has been profound, dramatic, and quantifiable. That is the bad news.

    Yet, the good news is that technology continues to increase its ability to serve as an enabler to mitigate risk, quick-start business operations, connect employees, and engage customers in the face of confusion and disruption. The even better news is that Microsoft Teams continues to expand its footprint of value and has never been more relevant and applicable to organizations confronted by the most recent health challenge.

    During this webinar, we will walk participants through five specific business challenges currently impacting organizations. For each, we will highlight the challenges that organizations must address right now to survive and prosper. As well, we will identify specific capabilities of Microsoft Teams and provide practical advice about how to implement and leverage the platform to optimize organizational performance.

    The webinar will conclude with practical guidance on how to get started with prioritization and implementation efforts across all five areas.
  • The 6 Critical Technologies You Need for the Post-Pandemic economy Recorded: May 28 2020 62 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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  • 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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