Posted on

Enterprise Readiness For The Digital Age: Digital Fluency And Digital Resiliency

Businesses no longer view digital transformation solely as a source of innovation. It has become a requirement for business continuity, enabling teams to work anywhere and organizations to rapidly adjust in the face of a COVID-19 crisis. 

While remote working is here to stay, the future is a hybrid working model. This new system of working is a game-changer, and the faster businesses acclimatize, the quicker their productivity will rise. As enterprises move from the Respond stage to the Renew stage, their primary focus should be on building digital resilience through digital fluency. In the long run, companies can mitigate risks, swiftly adapt to change, and come out of future crises stronger. 

Posted on

New PagerDuty Solution Unifies Customer Service, Engineering, and IT

PagerDuty

Today, Jennifer Tejada, CEO, PagerDuty announced PagerDuty for Customer Service to empower front-line customer service agents to solve issues faster and deliver better experiences to their customers. The solution consists of new partnerships and two-way integrations with Zendesk and Salesforce Service Cloud and lets teams proactively share information between the applications they work in, understand and resolve technical issues, and work together on a united front supporting customers. 

You might also like:  A DevOps Approach to Incident Management Means You Can Still Innovate With ITIL

In today’s always-on world, 80% of people will stop doing business with a company because of a poor experience. Consumers expect digital services, such as apps and websites, to work perfectly every time. Customer service teams are on the frontline of this reality: 51% of companies only become aware of an issue — such as a failed shopping cart or cable service outage — when customers complain. Once the company becomes aware, it takes an average of 80 minutes to mobilize a response team, in part due to siloes separating teams that work in different applications and have no way to share essential information.