As we close out the year, we know the challenges presented by this unprecedented time have been felt by every company in different ways. Whether your organization has needed to move a workforce to be remote with little notice, adapt to online orders and curbside pick-up, find new ways to meet your customers’ needs while stuck at home, or focus on optimizing operating costs, you’ve had to pivot and adapt.
The goal of our content this year was to support you through all of these changes. We know it’s been a hectic year, so before we move into 2021, we’re looking back and highlighting some of the topics that resonated the most in our industry in 2020.
Enabling a Digital Workforce for Remote Work
It’s undeniable that remote work had its moment in the spotlight in 2020 as employees across the globe were forced to work from home for an extended period of time on short notice. Even as we move into hybrid-work models with employees both in offices and at home, empowering a digital workforce to stay connected and collaborating remains a high priority.
Shortly after the shift to remote work around the globe, we hosted a webinar that showed how various teams at Maven Wave use Google Workspace (formerly called G Suite) to accomplish tasks traditionally done in-person remotely. “How G Suite Empowers Remote Productivity Across Roles” shows the recruitment process, marketing brainstorming, sales operations, and more in action.
And “7 Best Practices for Working From Home with G Suite” also helped workers make the shift to remote work. Then, when Google Workspace was launched in October, our blog “Introducing Google Workspace: G Suite Reimagined” provided full details. For businesses considering switching to Workspace, a report on, “Google Workspace vs. Office 365: Impact on Business” also proved to be useful.
Change management to drive successful adoption also plays a huge role in implementing Google Workspace at the organizations we work with. Enterprises can find guidance on creating a successful change program in our blogs “Cloud Change Management 101,” and “Top 3 Tips for Launching a Successful Google Workspace Organizational Change Management Program.”
Improving Customer Experience
Before the pandemic, we had already noticed a trend of becoming more customer-centric across several industries. But with our very way of life shaken up in 2020, businesses became even more focused on meeting the evolving needs of their customers through top-notch customer service and innovation around customer experience.
One way to provide better customer service is through a cloud-based contact center. This not only enables customers to find answers to simple questions without needing to speak with an agent, but it can also help agents find information faster during more complex calls and reduce wait times. The financial services industry saw a need in this area as customer service lines were slammed in the spring due to clients’ shifting financial priorities.
Our blog, “Top 5 Benefits of a Cloud-Based Contact Center,” details the benefits further. And, “3 Ways Contact Center AI (CCAI) Provides a Competitive Edge for 2021” provides a forward-look for organizations on how to get ahead in this area as we enter the new year.
Likewise, the retail industry experienced a huge shake-up around customer needs this year. As such, we saw a big shift around retail events such as Black Friday. Innovative retailers are looking to “the next normal,” as explained in our piece, “Beyond Black Friday: Becoming an Agile Retailer.”
The future of innovation in the industry lies in organizing around the customer experience, embracing personalization, and creating an omnichannel experience. Further resources on trends in this area are available in our blog, “Agile Retailers: Here’s Your End of Year Innovation Debrief for 2020.”
Gaining Insights and Solving Problems with Data Analytics
Data analytics has always been a popular topic, but in 2020 the conversation focused not only on running analytics programs but also on how to actually get useful insights from them to inform business decisions.
Our white paper, “Will Your Business Live By Data or Die By Data?” highlights the importance of data quality. If you have an analytics program but you don’t have quality data going into it, you cannot derive actionable insights. This topic particularly resonated as it shows examples from the pandemic and how the quality of data affected everything from toilet paper supply chains to positivity rate reporting.
Once your organization has determined the quality of data being input into an analytics program, it can help you make data-driven decisions to optimize your operations. For example, our guide, “Top 5 Tips for Leveraging Data and Analytics in Higher Education” explains how higher education institutions can use insights to improve acceptance rates from top students, enrollment, course scheduling, and more.
Analytics programs can also help solve complex problems. In financial services, data analytics and machine learning can be used to solve the Libor issue. Our white paper, “Libor as a Template for Digital Document Transformation in Financial Services” explains how the application of machine learning and best data practices can help with the elimination of Libor to modify digital documents such as contracts that include the interest rate.
Adaptations and Innovations in Healthcare
It goes without saying that the healthcare industry felt the direct impacts of the pandemic, both in dealing with COVID-19 patients and in adapting other services to meet patient needs digitally. For Cambridge Health Alliance (CHA), this included using Google Workspace to conduct telehealth visits for the first time ever.
Maven Wave worked with CHA to accelerate the integration of CHA’s Epic electronic health record (EHR) system with Google Meet for Telehealth. This enabled healthcare providers to conduct HIPAA-compliant telehealth sessions that launch directly from the Epic EHR. Our blog, “Google Meet and Epic for Telehealth: Cambridge Health Alliance Kicks off the First Partnership” has further details.
In other ways, the pandemic unlocked new opportunities to solve problems with technology. Our webinar, “How Healthcare Systems Can Get Ahead of COVID-19 With Data” explained how Maven Wave worked with health systems to create a platform to visualize and analyze COVID-19 data to give front-line healthcare workers a real-time feed of information.
Meanwhile, innovation on developing solutions to address other patient needs continues. The University of Texas at Austin and Maven Wave are working to combat the opioid epidemic through the creation of a digital platform to improve data reporting and distribution to reach those who need it most. Google put out an article with full details on this groundbreaking project.
Additionally, BlueCross BlueShield of Tennessee worked with Maven Wave to implement a voice assistant to serve its health plan members. The voice bot was created to improve member experience by helping members find the answers to common questions and find doctors. This Google article explains more.
All of these projects are possible due to the security features available in Google Cloud. Our white paper, “Securing Personal Healthcare Information in the Cloud” explains how healthcare organizations can overcome security concerns while securing PHI in the cloud.
Tackling Cloud Migration
Of course, the topic of cloud migration remains top of mind for organizations with legacy systems who may be considering a hybrid cloud model or are looking at moving workloads to the cloud.
Our article “Top 4 Tips for Overcoming Cloud Migration Challenges” offers insights into how to ease a migration. And those with existing applications they are considering moving to the cloud can stream our webinar, “App Modernization 101: Taking Legacy Apps to the Cloud,” to learn more about how to translate them into cloud-based applications that address the original business goal.
For those with specialty workloads, a migration to the cloud is more complicated than a “lift and shift.” Our white paper, “A Guide to Running Oracle Workloads with Google Cloud Platform” explains how customers can take full advantage of Google Cloud services while continuing to leverage Oracle-dependent workloads.
Many companies faced unpredictable IT costs, changing market demands, and disrupted supply chains this year, and thus turned to the cloud to boost efficiency and agility. Cloud cost optimization plays a large role in making sure you’re getting the most out of the cloud without paying for workloads or storage you’re not using.
Our webinar, “How to Get ROI from Your Cloud Transformation on Day One” detailed how enterprises considering moving out of a data center and into the cloud can experience immediate ROI by leveraging the financial flexibility that comes from rationalization of compute resources.
The Google co-authored “Principles of Cost Optimization” white paper covers proven processes and strategies for optimizing cloud costs and agility to help enterprises get the most out of their cloud set-up.
Thanks for tuning into our content in 2020. We hope it could help you tackle some of the business challenges that arose during this difficult year.
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