Edgewater Fullscope Blog

Professional Services: the Robots may be coming but Humans have a Job still to do!

Dec 14, 2017 3:27:00 AM

Digital transformation in the workplace of customer interactions have led to predictions of wholesale job losses, not least, in professional services. Sectors predicted to be most at risk are banking, accountancy, tax and insurance. The big Industry 4.0 shift now overturning traditional business models of silo thinking, and the access and distribution of data information systems, will indeed, drive the urgent digital upskilling needed for a maximised 360 customer experience at all touchpoints.

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3 Ways CRM Can Benefit Your Business

Dec 12, 2017 6:00:00 AM

CRM is an invaluable business tool that enables organizations to build a relationship with their customers. Since customer retention and loyalty both affect a company's revenue, CRM is a management strategy that helps businesses grow and scale effectively. 

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Playing a “Joined Up” Team Game in the Industrial IoT - Don't Sit on the Bench!

Dec 12, 2017 2:55:00 AM

“Industrial Internet of Things” – Deal or No Deal?  Alongside “Industry 4.0”, it’s a question that manufacturers are increasingly being forced to consider. IIoT is one of the big financial boxes of future survival that every company player now needs to be opening up. But are some manufacturers dismissing it as the latest hyped up fad to distract them from getting on with business they know and trust? While others say “it’s all very interesting” and “yeah, they may take a look at some point - definitely.”

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CRM Upskilling: Frontline Action Needed To Retain Professional Services Staff

Dec 7, 2017 4:25:00 AM

“Weaponise your workforce!”  As 2018 approaches, it’s a call to arms increasingly heard as the key to keeping frontline staff empowered, happy and loyal. Particularly in Professional Services, where often silo’d supply lines of data prevent advancement across the newly reshaped fields of customer experience. The action required is hardly “Top Secret” but there’s often many companies where the message seems not to have got through - and action not yet taken to make the changes necessary for retaining their staff.

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From Manufacturer’s Silo Struggle To CRM Perfect Performance

Dec 5, 2017 4:54:00 AM

The CX genie is out of the bottle. The customer’s wish is now often more than many manufacturers can command. Consumers are changing the way they engage with every type of product or services organisation, from a retail brand to the manufacturer or wholesale supplier. Recent research carried out by the Aberdeen Group and BCG, Global Managing Consulting, found that more than 4 in 10 (41per cent) of manufacturers say that “unpredictable” customer demand is their top “pressure” and nearly half (48 per cent) find it “difficult to accurately track customer, supplier and partner transactions”. Far too many businesses are still stuck within a traditional silo model with just their own separate system of collected data.

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Digital Transformation a Threat to Professional Services or a Passage to Profitability?

Nov 30, 2017 5:15:00 AM

One of the prevailing narratives trailing the incoming tidal wave of Industry 4.0 technology is the threat to Professional Services, and the level of future staffing. It was recently predicted by US-based consultancy, Opimas, that financial services was likely to lose 230,000 jobs by 2025, and asset management would fare much worse with the loss of 90,000 jobs during the same period. Is the growing fear of the Industry 4.0 ‘invasion’ preventing senior principals at law practices and accountancy firms, for example, from even trying to chart a passage through the perceived treacherous digital waters ahead?

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Do Manufacturers Fear the Cost of Upskilling Employees and Empowering their Workforce?

Nov 21, 2017 4:25:00 AM

Managing risk or avoiding risk? Decision-makers at manufacturing industries often talk about the UK’s ongoing “digital skills crisis”. But is this very real and urgent issue simply flagged up by manufacturers as a problem deeply entrenched in British employment culture? Research suggests that one of the roots of the problem may simply lay with manufacturers worry or distrust over the cost of training up staff, and likely to be symptomatic of an underlying malaise – fear of a full scale digital transformation of their business.

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