Operations Trends for 2023

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Three weeks into 2023 and businesses are busy rolling out their strategies for the new year. Here is a list of 10 trends I have on business operations.

  1. Customer expectations will accelerate investment in customer-experience-friendly technologies that address speed, quality of service, and personalization.
  2. Businesses will need to re-evaluate their use of chatbot and determine whether the functionalities truly provide satisfactory resolutions to users’ inquiries.
  3. Cost containment in the midst of high inflation will raise the bar on productivity improvement.
  4. End-to-end process optimization will continue to be key to a high performing, integrated operation.
  5. Labour shortage will move businesses to review their strategies for recruitment, work model, and talent retention.
  6. Star employees will seek more fulfillment from their jobs.
  7. Sustainable practices will permeate through operations as businesses play catch-up.
  8. Operations will rely more and more on analytics to make informed decisions on optimizing resource allocation and work streams.
  9. Operations will need to build solid relationships with peers across the business to amass expertise for ‘smart’ collaborative solutions.
  10. Operations will need to make available relevant operations data to partners, both internal and external, to expedite workflow and communicate states of events in a timely manner.

What are the implications for your business? Would you be taking action on any of these trends?

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