To assess some of the likely predictions that will shape the year ahead, Digital Journal heard from Subrah Iyar, CEO and co-founder of Moxo. Since Iyar founded Webex in 1995, he’s observed digital business models evolve and is looking ahead to how he anticipates changes in business collaboration and engagement in 2023.
According to Iyar the imperative for companies to continue with their digital transformation agendas will continue at pace. He notes: “Digital transformation continues to accelerate, and that creates tremendous opportunities for companies focused on delivering high-quality customer experiences especially as the demand for business services soars.”
There are different drivers for this, stemming from both consumers and internal to the firm. Here Iyar finds: “When it comes to the delivery of services, customers have high expectations and businesses must maximize value for their customer bases. Even with inflation worries and fears of a potential recession, and as the world returns to some of the pre-pandemic norms of how we do work, companies are still very heavily investing in tech to set themselves apart from the competition and deliver a stronger customer experience.”
Sound planning is essential for ensuring that projects are delivered on time and in full. Iyar observes: “Today, almost every company utilizes project management solutions to keep tasks moving forward – they’re critically important internally, but what’s missing is an added layer that streamlines the workflow externally to the client side to provide a complete end-end process solution.”
These cannot be seen as separate entities, notes Iyar: “Without marrying the two, organizations risk chaos. Tasks often drop off the radar, causing processes to slow down or freeze entirely. This leaves clients waiting, diminishing their satisfaction and level of trust in the businesses.”
As to how these events will come together in 2023, Iyar says: “Looking forward to 2023, I foresee more collaboration in the industry through partnerships to compliment already existing project management solutions and extend workflow processes through client interaction workspaces.”
As to the transformative aspects, Iyar pinpoints this as: “This will ultimately streamline customer facing business processes and client interactions. By leveraging integrations that enable workflows to transcend over multiple solutions, rather than having to transition communications to channels such as email or phone, there will be less friction in the customer journey and customers will be more satisfied w9ith their experience.”
