BizTech Magazine - Technology Solutions That Drive Business en CDW Tech Talk: What We Learned About Building Customer Experiences <p>The disruptions caused by the pandemic have pushed businesses to meet growing customer expectations while grappling with a new operational landscape. From data analytics to networking must-haves, organizations need to be innovative to bridge this gap. During the latest CDW Tech Talk, experts discussed how technology can help businesses continue to push the envelope. Find exclusive coverage of the CDW Tech Talk, including all of the full sessions, <a href="" target="_blank">here</a>.</p> Microsoft Ignite What to Expect from Microsoft Ignite 2020 <p>Six months after a global health crisis triggered shelter-in-place orders and closed business doors across the country, organizations are still adjusting. What began as a mass migration to home offices has now become something of a limbo for many, with some businesses beginning to plan for their return to the office or phasing in onsite employees.</p> <p>Even as localities move through various stages of reopening, there’s no guarantee that that trend will continue. <a href="" target="_blank">Experts have warned</a> that additional measures may need to be taken in the fall and winter if there is another spike in COVID-19 cases — which is breeding even more uncertainty among organizations that have spent several months trying to settle into a new routine.</p> <p>Preparing for that uncertainty will be the main theme of this year’s Microsoft Ignite event. The all-virtual experience will feature the latest trends in tech and deeper dives into how <a href="" target="_blank">Microsoft's</a> solutions are helping businesses through these challenging times. From September 22 through September 24, attendees will have free access to keynote addresses, breakout sessions and certification classes, all from the comfort of their own home. Here’s what we expect to learn at the event.</p> Keara Dowd CDW Tech Talk: Networking Must-Haves to Connect with Your Customers <p>Workforces are more dispersed than ever. Between home offices and various devices, networking is the glue that holds it all together. But what do businesses need to look for when considering their options? At CDW'S Tech Talk, <a href="" target="_blank">Aruba Networks</a>' Patrick LaPorte discussed the five aspects of networking that businesses should keep their eyes on. Find full coverage of the CDW Tech Talk <a href="" target="_blank">here</a>.</p> CDW Tech Talk: Building the Supply Chain Your Customers Need for Resilience <p>Supply chain-dependent organizations have been through a whirlwind year, and the ripple effects of the pandemic are still being felt. It's more important than ever to have a modern, safe and reliable supply chain to continue to deliver on customer expectations. At CDW's Tech Talk, experts discussed the importance of a modern manufacturing environment to help ensure inventory. Find full coverage of the CDW Tech Talk <a href="" target="_blank">here</a>.</p> Full Session: Building Innovative Clinical and Patient Experiences to Address Today’s Healthcare Dynamic <p>Healthcare had to adjust rapidly to the global health crisis, accelerating trends such as telehealth and shifting sites of care, and refueling priority investment into cybersecurity and security of medical devices. This all came as the industry grappled with its own remote work challenges as the “new normal” began to take shape. This CDW Tech Talk session explores how the events of 2020 have become a catalyst for change and a time for healthcare innovation and transformation. Find full coverage of the CDW Tech Talk <a href="" target="_blank">here</a>.</p> Full Session: Five Must-Have Networking Attributes for Navigating Today’s Disruption <p>Businesses have been devastated in 2020 by disruptions, but where there are challenges there are also opportunities. In fact, a recent study of CIOs and tech leaders found 61 percent say the effects of the disruption are accelerating digital transformation projects. To make the most of that, organizations need reliable, high-performing, secure networks. This CDW Tech Talk session explores the five must-have networking attributes you should look for. Find full coverage of the CDW Tech Talk <a href="" target="_blank">here</a>.</p> CDW Tech Talk: The New Customer Experience Needs World-Class Empathy <p>The phrase "we're all in this together" was rampant when the pandemic spread. People and businesses alike were going through a shared experience as localities instituted unprecedented lockdowns and organizations scrambled to continue operations with a remote workforce. At CDW's Tech Talk, representatives from CDW discussed how tapping into that sense of togetherness and empathy allowed them to deliver for their customers when they needed it the most. Find full coverage of the CDW Tech Talk <a href="" target="_blank">here</a>.</p> How Data Analytics Tools Help Guide Decisions for Banks <p>Data is an increasingly important tool to help businesses across industries make decisions that keep them moving and improving, but financial services may not be fully taking advantage of those benefits.</p> <p><a href="" target="_blank">Research from McKinsey</a> has found that while sectors such as pharmaceuticals and energy have successfully leveraged data-driven opportunities for growth, the banking industry has struggled to find ways to integrate data deep into their offerings, costing them potential opportunities at big wins. In fact, other industries are finding success with data at a rate three times that of banks. Retailers <a href="">have found ways</a> to better service customers even amid the disruption caused by COVID-19.</p> <p>Such opportunities for data-driven growth during the pandemic exist for the financial services field as well, says Jeffrey Feinstein, the vice president of global advanced analytics strategy for LexisNexis Risk Solutions.</p> <p>“It’s really provided jet fuel to the digitization of identity in general, and it’s a vision of that data where we’ve migrated from person-to-person cash transactions,” he says. “All of these local transactions have migrated more and more to online platforms, which have provided a lot of additional information to financial services institutions to mitigate those sorts of transactions and make far more services available.”</p> <p>The trick is actually taking advantage of the data that’s already been gathered. So, how can the financial services make the most of these tools?</p> Ernie Smith CDW Tech Talk: How Healthcare Innovation Supports Better Experiences <p>For healthcare providers, ensuring the patient experience is engaged, effective and safe has always been a goal. </p> <p>The COVID-19 response has prompted digital transformation that, while occurring under tragic circumstances, is poised to significantly improve those objectives.</p> <p>“I have never seen so much innovation in such a short period of time within the industry at the rate it has occurred,” said Allison Norfleet, global healthcare lead for industry solutions at Cisco, who spoke Wednesday at CDW’s latest Tech Talk.</p> <p>The innovations are many. Within days of the pandemic’s arrival, providers ramped up telehealth services, insurers <a href="" target="_blank">relaxed their coverage restrictions</a>, mobile tools were deployed to support <a href="" target="_blank">doctor-patient connections from a distance</a> and healthcare systems improved digital platforms for critical (and convenient) outreach.</p> <p>“What we’ve learned in the past few months is that medicine is medicine,” she added. “It can be practiced anywhere. We’ve been delivering care in parking lots, in parks, in convention centers.”</p> <p>Still, hurdles existed before the pandemic. Norfleet cited <a href="" target="_blank">2019 data from Unisys</a> that found nearly half of surveyed healthcare organizations cited three main barriers to digital transformation: clinician resistance, difficulties of integrating legacy systems and the risk of cybercrime.</p> <p><a href="" target="_blank"><strong><em>WATCH:</em></strong><em> Dive deeper with the full CDW Tech Talk session on how healthcare has transformed.</em></a></p> <h2>Technology and Teamwork Reach Patients Anytime, Anywhere</h2> <p>Expanding services outside the walls of a hospital or clinic means leaders must continuously evaluate what’s working, Norfleet said in a session titled “Building Innovative Clinical and Patient Experiences to Address Today’s Healthcare Dynamic.”</p> <p>As circumstances change by the day, Norfleet said, providers and IT teams should ask themselves questions: “What is that consumer need? How do we meet their demand and how do we retain our staff?”</p> <p>A high-level view that evaluates how technologies and supporting infrastructure affect each step of the care journey — from initial contact with administrative teams (or digital chatbots) to aftercare with <a href="" target="_blank">remote patient monitoring</a> tools — can inform a game plan. </p> <p>“We’re focused on innovation across the continuum of care,” Norfleet said. “It’s about leveraging multiple technologies underneath to create the frictionless experience that clinicians expect … leveraging collaboration, network capabilities and connectivity.”</p> <p>Among them: A “<a href="" target="_blank">digital front door</a>” platform to help patients schedule appointments, receive virtual care and communicate with teams; seamless in-house experiences with kiosks and automated check-in; wayfinding and digital signage; and intelligent collaboration solutions that allow doctors to work and share information from anywhere.</p> <p>Taken together, “technology is the enabler,” Norfleet said, “not only with the patient's first point of access into that health system but also to a successful outcome.”</p> <p>Steps that enhance physical safety, she added, will be critical to recouping revenue lost as patients delayed or avoided care.</p> Kevin Joy