Posted in May 29, 2019 by abarcelos
The GDPR (General Data Protection Regulation), the European data protection law aims to give control to individuals over their personal data and to unify the data regulation within the EU. The bill passed in 2016 and entered into force two years later. It is considered the most important change in data privacy regulation in 20 years. Below you’ll find some information about the impact that the new regulation had in european business and citizens.
The 1st year of GDPR
On May 25, GDPR completed a year and significantly changed the routine of companies. An example of this change is in a study produced by the International Association of Privacy Professionals (IAPP) – one of the largest data privacy associations in the world. According to the IAPP, after one year, there were 89,000 cases of data leakage, with fines exceeding € 56 million. And it was not just that.
According to the study, Europeans conducted 281,088 notifications in 27 countries, of which 144,376 were “complaints” and the other 89,271 were notifications related to data breach. Among the most common complaints were the right to access data and prevent processing, as well as concerns related to disclosures and unauthorized processing.
The Data Executive
The report also indicated that 11 countries had imposed fines on the GDPR, totaling approximately € 56 million. In addition, the study showed the existence of 375 thousand people with the position of Data Protection Officer (DPO). However, the study points out that the number of executives of data is even greater and can reach 500 thousand.
Posted in May 16, 2019 by abarcelos
This article of Digitalistmag, talks a bit about how the relationship economy has evolved into the experience economy and how companies are having to change their traditional mindset to meet the new expectations of consumers that currently require much more than an exchange of goods and money, they want complete, contextual and meaningful experience at all points of contact with brands. Omichannel experience!
The article also tells that with the power of CRM systems, companies can now integrate all the touchpoints and stages of the customer’s journey to deliver an incredible customer experience!
How does data translate to experience?
We speak a lot about the use of Big Data, artificial intelligence (AI), the Internet of Things, cloud, and much more to drive intelligent business, but we often seem to lose track of the fundamental power of experience to drive our customer interactions and sales.
We are now living in an experience economy, and both consumers and businesses want more than just delivery of products and services; they expect that an exceptional, positively charged, and memorable experience will come packaged with their purchase or use of a commodity.
The experience economy is not a new concept, in a July 1998 Harvard Business Review article, “Welcome to the Experience Economy,” authors B. Joseph Pine II and James H. Gilmore summarized this concept: “From now on, leading-edge companies – whether they sell to consumers or businesses – will find that the next competitive battleground lies in staging experiences”
Wisdom in 1998… 21 years ago… speaks truth to us today in 2019.
What customers expect?
In today’s economy, not only are leading-edge companies expected to deliver a tremendous experience, virtually all companies are expected to deliver a positively charged experience to their customers. And our expectation of what denotes a positive experience has evolved as we have become groomed through an “always-on” digital universe, social media, mobile, text, etc. We have changed our behaviors and expectations as consumers.
With the power of end-to-end customer relationship management (CRM) systems, businesses can now integrate all the touchpoints and stages of the customer’s journey through harnessing an extensive customer database paired with AI to deliver an exceptional customer experience.
How to win in the experience economy?
In a world where many suppliers offer similar products, what differentiates brands is an individual’s perception of their own experience. Even in the B2B space, individuals, not companies, make purchasing decisions. Pricing is the smallest component in a purchasing decision. Instead, what drives conversion is the perception of overall experience and perceived value, demonstrated and cemented indelibly from user experience (UX) to customer service. Intelligent enterprises take “perception is reality” to a whole new level, as technology enables a more personalized customer experience delivering ROI through measurable business growth and the relationship ensuring relevancy for tomorrow.
Posted in May 9, 2019 by abarcelos
To maintain competitiveness in the market, service companies seek to offer the best solutions to their customers.
Another concern is to provide an agile and uncomplicated service. This is where technology becomes essential, after all, are the innovations and technological tools that enable operational control of the business by offering support to meet the technical and functional demands.
Given all that, there is a clear change in the culture of organizations regarding the allocation of financial resources to the information area. If 10 years ago, companies saw IT as an expense, today they see it as a necessary investment that even contributes to cost reduction.
For many companies having a team capable of identifying critical situations is not a reality, and many times, important situations are ignored and, consequently, can impact the business in the medium or long term.
And that’s where FH’s Application Management Services comes in. It operates through a robust structure and 100% certified professionals who provide end-to-end support, contributing to the continuous improvement of customer processes, helping them to raise maturity in support of their applications and dramatically reducing business costs.
For this, FH offers two fronts of action: the first includes a team available 24/7 to prevent and react to possible failures by monitoring infrastructure, applications and business processes; the other is the evolutionary maintenance service, that is, the company opens a support ticket with a demand for improvement in a given process and a solution is implemented.
By outsourcing this service, organizations are able to better serve the most complex support needs, from which business improvements are a consequence.
There are many operational benefits companies can have with outsourced Application Management Services, reduce the number of billing-related incidents during critical periods, have greater traceability and monitoring of these processes, reduce travel expenses with remote services, reduce legal and tax risks, besides the reduction of the operational cost – are some among many others that every company seeks to ensure their survival.
* Eduardo Arantes – Director of Outsourcing Business Unit.