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