Movate was featured in the “Tuesdays with trailblazers” video podcast by TechEdge AI. Here’s a quick wrap of the key points during the conversation.
Understand the role of culture with experience at the center of it all. Be it employees, customers, stakeholders or even a family, the experience is what counts. Leaders need to factor in the nuances of diverse geographic-specific perspectives, unique consumer patterns and behavior that drives value that’s relevant to customers and keeps them coming back for more.
Innovation is a mindset. It has to be part of how we view “change.” Call it a “mindset of change” in how we support customers. The right environment appreciates and facilitates this mindset when it’s driven by the leaders at the top. Movate, for example, has intentionally designed a very flat organization or open-door approach. This open-door approach is innately different as it captures novel ideas, creativity and feedback from engineers on the floor to the sales team on the ground. Taking feedback from customers is one-sided. Hence, engineering teams need to have direct access to customers and learn about them and close the loop as customers share their side of the experience. Customers today appreciate these efforts to empower the support team as it adds value to customers during the engagement.
For Movate, it’s about agility and innovation. The name, “Movate,” is derived from the words: Momentum and Innovate. Innovation is in Movate’s DNA.
Digital agility is tablestakes. Consider this case in point: In a recent engagement, where a technology client’s need of the hour was workforce optimization and productivity, Movate took a bold step to propose a differentiating value proposition over the long horizon, which was modernizing the client’s tech stack. Though it meant an increase in the client’s discretionary spend, Movate’s 3-year roadmap resonated well as it would strongly reposition the client in the market against fierce competition and boost customer satisfaction levels. Movate’s agile and innovative approach proved to be a customer-centric approach in the long-run.
Embracing tech is one thing but it’s more about fundamentally reshaping CX via differentiating customer support. At a time when technologies are evolving at warp speed, ensure the sync between next-gen tech and next-gen talent. Synergy between these two is what creates enterprise value, and this value is the chief reason why Movate is different. Talent in the organization needs to evolve in proportion to technological advances. Staying focused on customer priorities and aligning with their vision and business outcomes is the key. This is the starting point for technological and workforce transformation of which business transformation is the result.
Deploy AI to embrace AI. GenAI is here to stay—It’s pushing our creative boundaries, redefining our productivity and impacting the way we think and operate across functions and ultimately how we run the business. The key question is how to leverage AI advancements to disrupt business and the way we engage with customers. What operational workflows or functional problems can we solve now? How can we reimagine supply chains and omnichannel strategies. For example, not just automating but integrating various customer touchpoints into the workflow. Simply put, to embrace AI, implement it.
Movate’s engagement with a leading retail/CPG client entailed relooking at their omnichannel strategies as they had multiple channels across geos. The client was interested to know how AI can boost their growth. Movate suggested a complete AI-based immersive experience solution for their new slate of products. Not just another typical AI platform or mundane bot, but a solution where customers enjoy personalized experience of products in an immersive environment, which is now at a POC phase.
Embracing enterprise change at speed starts with the leaders themselves. Keeping a pulse on the latest developments and adding new skills to the repertoire is a given. At a time when technical knowledge is at one’s fingertips, leaders need to build on other softer aspects such as insightful storytelling, sharpening conversational skills and creating convincing narratives around their strategies and solutions.
Related Information