Last week, RingCentral attended the Aragon Transform 19 event in Redwood Shores CA, hosted by Aragon Research, a leading technology research and advisory firm. The event featured two guest panels and an awards ceremony where leading vendors were recognized for disrupting their respective markets with best-in-class technology or services.
During the event, RingCentral’s own Nishit Rao, AVP Product Marketing was joined by George Arison, CEO and Co-Founder of Shift, Scott Kolman, SVP Corporate and Product Marketing of Five9, and host Jim Lundy, CEO and Lead Analyst of Aragon Research for a guest panel on digital transformation. The panelists agreed that companies often get distracted by the latest and trendiest technologies. In the end, your digital transformation journey should focus on advancing the human experience of your customers, partners, and employees. Below, I’ve shared my top 3 takeaways from the panel:
1. Omnichannel is the New Normal
A few years ago, every business was talking about transitioning from multichannel to an omnichannel customer service solution, but at the time, it was more about marketing hype than reality. Now that most organizations have at least started the digital transformation process in their businesses, omnichannel is becoming the new normal. Users now expect a seamless experience from in-store (brick and mortar) to a website, email, chat/message, phone, text message, etc., allowing an easy transition from one channel to another and picking up right where they left off. In today’s digital landscape, businesses have 1-2 years to provide an omnichannel experience for their customers (if they are not doing so already), or they will get left behind and swallowed by the competition.
2. When it Comes to Digital Transformation, Start with Communications
Digital Transformation is defined as the integration of digital technology into all areas of the business, fundamentally changing how the organization operates and delivers value to customers. To transform your business, start with on communications. For instance, employees can often feel hindered from having to transition from multiple applications in order to communicate with their peers, making them less productive. However, companies like RingCentral are digitizing the way we communicate and engage with one another by moving all communications to the cloud. Now you can message, call, or meet with peers from anywhere in the world, all from a single platform for better convenience and increased productivity. By starting with communications as a critical piece of the puzzle, your company will be well on their way towards a successful digital transformation.
3. Focus on the Human Experience
As businesses continue on their digital transformation journeys, it’s important to remember that behind every digital experience there is a human one. Sometimes it’s easy to get distracted by the newest trends in technology just because they are new and exciting – but will the technology really make life easier for the end-user or is it just creating more work in the end? In today’s digital world where technology is redefining what’s possible, keep in mind that the real purpose of the technology is to advance the human experience – not the other way around.
At the end of the evening at the Transform event, RingCentral was formally presented with the Aragon 2019 Innovator Award for Team Collaboration. We are honored to receive this recognition. It’s easy to forget that RingCentral is a team collaboration tool, too. People know us for voice calling, but it’s also meetings and messaging where we shine. RingCentral is unique in that we bring together messaging, calling and meetings into a single platform, which reduces the friction for users switching between apps to get work done. At RingCentral, we are committed to transforming the way our customers communicate, both within their organizations and externally with their customers and partners for better collaboration and increased productivity.
Originally published Dec 16, 2019, updated Sep 28, 2020