Workato’s Bhaskar Roy Discusses Evolving Enterprise Communications

In Client News by Ethan Rasiel

Bhaskar Roy, VP of Growth at Lightspeed PR client Workato, discussed the evolving world of enterprise communications in his Business 2 Community column.

Roy writes that, “Talking on the phone has long been an important part of doing business, but today enterprise communications no longer means dialing a number and chatting with a customer service representative sitting in a call center.”

He explains that, not only have the methods that customers use to communicate with a company increased, but how customer services teams are run has also changed. Customer service reps may be working remotely from home or in an office operating in a different country from the company headquarters. Despite these changes and challenges, customers still expect a unified, multi-channel experience.

Roy brings up a couple of important statistics to drive this point home. According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by the year 2020. And, companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies according to a study by Aberdeen Group Inc.

To read more about Roy’s viewpoint and predictions for the future, check out the full article in Business 2 Community.