Digital infrastructure is critical
dubai — Having the right digital infrastructure and digital plan in place is crucial for any organisation to be effective today, experts at the Field Service Management and Workforce Mobility Summit Mena 2018 said.
Organised by Khaleej Times, the event highlighted the latest trends in the industry and the role that technology is playing in making organisations more proactive in meeting customer expectations.
“There is more of a focus on properly delivering a service today,” said Javeria Aljaz, ICT director at Farnek UAE, in her keynote presentation. “We have been doing it traditionally for a very long time, but it is time to change the business model to be more proactive. It is time for us to shift from reactive to proactice service delivery. We need to enrich businesses with new innovative ideas; this involves balancing employee and customer expectations.”
Aljaz further highlighted that it was necessary for companies to reduce under-productive staff and make them more productive and effective. Technology, she noted, will play a big role in making this happen. She also stressed that it was important for organisations to focus on employee training, especially when it comes to ensuring that they are up-to-date on how to use the latest technologies.
“Make your employees smarter,” she said. “Allow them to take on challenges that you have trained them for. One thing that is going to be very important in the next few years is collaboration with different companies. Collaborate to create real business solutions. More digital solutions are needed today, and partnerships with companies that specialise in providing these specialised digital services is one way to create effective plans for the future.”
Lastly, she stressed that the value of innovation lies in practical implementation. “Organisations are successful because of good implementation, not good business plans,” she said.
Kieran Notter, director of global customer transformation at Servicemax from GE Digital, said while technology has a key role to play in the future, companies should also invest in the workforce.