The global pandemic has played an integral role in the digital revolution across industries. Additionally, implementing social distancing protocols and hybrid work environments compelled all industries to utilize technological advancements and alter their day-to-day operations.
With the effectiveness of the remote work model, industries are more focused on using innovative techniques to revolutionize the way customers interact with them. Businesses leverage technology to streamline business operations, improve employee productivity, divert security threats, and enhance the customer experience across all touchpoints.
Let’s take a look at how different industries have integrated technology to improve customer experience.
The Financial Sector
The financial sector saw significant improvements with the integration of technology. For example, BNY Mellon, a corporate investment banking company, promulgated three new data analytics solutions for investment managers using Microsoft’s data, technology, and content solutions. Similarly, Volkswagen Financial Services also integrated the use of DevOps by enabling consumers and businesses to purchase and VW vehicles via eighty web applications in ten countries.
Firms based in the Netherlands have also revolutionized their operations with the use of advanced digital architecture. Rabobank, in particular, improved customer relationships by migrating 40,000 employees to Microsoft 365 to deliver protected and collaborative work experiences. Likewise, Netherland’s ABN AMRO bank has also digitalized its operations by switching to Microsoft’s cloud technology to streamline processes and improve employee experiences.
US-based firms have also followed suit to enhance customer experience. For example, progressive Corporations have implemented Microsoft Bot Framework to provide a personalized response to customer queries related to insurance questions. The US-based finance company MSCI also uses intelligent insights to create superior investment solutions with next-generation technologies, advanced analytics, and big data.
The Healthcare Sector
The pandemic has compelled the healthcare industry to find new ways to use technology for research, prevention, treatment, data organization, and security. For this purpose, Microsoft has launched its Microsoft Cloud for Healthcare to improve patient engagement and increase collaboration between healthcare teams for better facilitation of decision-making and operational efficiencies.
Essentially, various healthcare institutions have also made improvements with digital tools. For starters, the doctors at Imperial College Healthcare NHS Trust in London have leveraged HoloLens to restrict healthcare workers from entering high-risk areas of the hospital during COVID-19, which has weekly saved over 700 PPE items per ward.
A New York-based institution, Mount Sinai, uses HoloLens2 and Dynamics 365 Remote Assist to provide support to surgeons in Uganda, who are using the technology to share real-time views of the operating room for collaboration and guidance.
Similarly, NHS Digital has equipped around 1.2 million workers with Microsoft 365 digital tools to assist front-line workers during the pandemic.
In the US, Johns Hopkins of Baltimore has also harnessed Azure and AI for research purposes. In contrast, Premera Blue Cross has deployed 500 Surface devices to assist office workers in providing healthcare to more than 2 million of its members.
APEC in Mexico is also using AI-based algorithms to identify premature blindness in newborns at an early stage, whereas MCS is using cloud technology to improve operational efficiency and speed of information delivery to patients.
Manufacturing And Logistics
The manufacturing and logistics sector has also implemented digital solutions to improve agility and operational efficiency. For example, in collaboration with Sony Semiconductor Solutions, Microsoft aims to create AI-powered smart cameras and video analytics to extend easy access and deployment.
Moreover, GE Aviation is enhancing customer relationships by extending a fuel dashboard to commercial airline customers with the help of an Azure-enabled event measurement system. COFCO International analyzes its global food chain and forecasts future demand using Azure Synapse Analytics to create a collaborative data platform.
Likewise, Grundfos in Denmark is conducting governance across its cloud-based and on-premises data sources, while Kohler and Hamilton Beach are using Microsoft 365 for enhanced global collaboration.
That said, the most impressive use of technology was by Musashi Seimitsu, which launched a whole new production line in Mexico directly from Japan.
The digital revolution has inspired businesses to leverage technology to create partner-driven relationships with consumers to achieve measurable, constructive, and beneficial outcomes. Moreover, the implementation of digital tools has equipped organizations to use customer data to provide distinct customer experiences, offer uninterrupted collaboration among remote and hybrid work environments, and improve the security of all confidential information.
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