An introduction to our digital transformation series by Matt Pasienski, Wizeline's VP of International Operations & Data
For most industries and companies, technology has created a never-ending cycle of disruption and reaction. Business leaders are required to innovate digitally to keep up with the competition or new tech-savvy startups in their industry.
Taxi drivers learned this lesson in a dramatic way from the likes of Uber and Lyft. Customers were given a new tech-enabled option and their entire perception of ‘hailing a cab’ was changed almost overnight. Uber created urgency for taxi companies to react, and ultimately, resisting the progression to digital meant that you got left behind.
Disruption demands urgency
CTOs and CIOs know that reacting to emerging technology is critical, but whether they make meaningful changes is a different question. In a 2017 study of executives by MIT Sloan, 34% of respondents from organizations at early stages of digital maturity say that their company spends more time talking about digital business than acting on it.
Internal alignment to focus on digital is usually not the hard part, it’s the lack of urgency to get started. In my role at Wizeline, I talk with executives on a regular basis who share similar pain points—they know digital evolution of their product is critical, but they feel unable to tackle it head on or immediately. Larger companies move more slowly, so experimentation with new technology tends to happen in siloes (if at all).
At Wizeline, we believe that a lot of these problems can be solved by bringing in an outside party to handle the “dirty work” of managing disparate teams and projects to plan, prioritize, and execute digital projects.
For example, we recently worked with an education company called pmNerds to automate customer conversations on their website. PmNerds delivers online education for students of all ages, and as a business, they prioritize 24/7 accessibility and customer support. Wizeline’s chatbot solution was an ideal application to both serve students and empower customer agents to focus on high-value activities. The bot contains dynamic menus and custom workflows, and resulted in a 20% increase in web visitor conversion rates, 15% increase to particular web pages, and 50% reduction in overall customer agent workloads.
This accomplishment demonstrates technology’s power to simultaneously increase customer and employee satisfaction. The project also underscores the importance of partnering with vendors and outside experts. It is imperative that companies maintain trusted, long-term relationships with digital leaders who understand their business. Alliances of this nature empower technology firms to quickly deliver viable products.
Wizeline helps companies make the leap to digital. We work with businesses like the New York Post and Digital Arts Network to tackle rapid product development and build immersive customer experiences with end to end support. Do you have a project you need to get off the ground? Tell us about it.