Retail Analysis I
t’s no secret that technology is a primary stimulant for change across industries – and that is no different for those working in the channel. While it remains difficult to predict how these
technology trends will evolve, businesses must be seen to be planning ahead to the best of their abilities in order to get on top of emerging technological developments. This means anticipating how they can leverage their tech in line with their competitors, without these efforts they risk being left behind. With the sector evolving at pace, channel leaders are now coming
up against changing customer expectations, so to address this, they have to find the best way to manage the democratisation of technology. Following a recent survey, Gartner already predicts that by 2025, 55% of all successful emerging technology solutions will be delivered to ‘non-traditional’ buyers – for example, outside IT – within enterprises, enabling vendors to expand into new markets and forge new customer relationships. It’s not an overstatement to say that the power now lies with the
customer, and they are demanding faster digitalisation and solutions. Whether it’s improving customer experience or boosting operational efficiency, businesses in the technology channel need to reconsider how they can adapt to these challenges and stay relevant in tomorrow’s fast-paced world.
Democratisation of technology – why does it matter? The ‘democratisation of technology’ – the process of technology rapidly becoming more accessible to more people – is not all doom and gloom as it can lead to much quicker developments in the industry. Advancements that once would have taken years to come to fruition now occur in a much shorter space of time. Channel leaders, therefore, need to assess how to best utilise the growing portfolio of digital tools available to them, as well as how to integrate touch points and customer service processes to reap the rewards. This can come in many forms, one being such as providing more
tools to more employees. With technology advancing and permeating all areas of the Channel workplace, increasing numbers of employees are seeing the benefits of integrating technology into their job roles. With services like the Cloud enabling businesses of all sizes to access more technology, employees can utilise powerful software from their web browsers, regardless of their location. This in turn elevates the skill levels of those employees, with the
democratisation of technology also leading to democratising skills. With better skills, the capabilities of the software that employees use can be increased, meaning implementing more sophisticated B2B platforms. With channel businesses continuing to advance, no-code platforms, for instance, can be used to automate workflows and enhance the organisation’s composability.
The advantages of democratising technology When used effectively, the benefits of technology democratisation are vast. From increased employee productivity to greater scope for innovation, channel companies can also look to enhance agility and improve their resilience against digital disruption. Those that don’t embrace new technologies and democratise their resources quickly risk losing out, so to address this, a structured digital adoption
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programme is necessary. This ensures that the new technology can be implemented seamlessly to bolster overall performance. Democratising technology, however, is not something that can be
done overnight. It requires planning, effort, and organisational change, all areas that channel businesses are learning to embrace following a challenging few years.
Democratising technology flows through businesses To meet demands while minimising disruption, channel leaders need to provide a governance framework with some form of standardisation in place, all while encouraging users to be brave while embracing their mistakes. Despite initial changes and uncertainty, the long-term benefits
that unified service management solutions can bring to a channel business through increasing efficiency, productivity and satisfaction right through to greater ROI is something that can’t be overlooked. Having a single integrated service management platform can
bridge silos, reduce costs and improve visibility. It also enables channel firms to leverage the power of AI to enable push teams to make smarter service desk decisions that increase agent productivity and elevate employee experiences.
The modern workforce is leading the way The future looks bright for those in the channel industry who are successfully implementing new technologies, especially those achieving democratisation. The demand for increased agility and flexibility by modern workforces means that IT teams are no longer ‘gatekeepers’ to the technology, with every department having a lot to gain from what is on offer. For business leaders, choosing technology that is easily accessible
is vital, and consulting with employees beforehand will help ensure that the democratisation of technology flows through the business, irrespective of its size. 90% of chief executives and data specialists are already focusing
on data democratisation for their organisations, leading the way for others to follow suit. The more channel firms that provide the tools required, the easier it will be to boost employee engagement and productivity – two major benefits of technology democratisation.
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