We have two pieces of advice for you if you want to make sure you are giving your customers the best experience possible.

The first piece of advice is this: Make sure your company and whatever websites, apps, or services they provide are functional, easy to use, accessible, and desirable.

• Functional: Simply put, they have to work. If your app glitches or is slow, people will run away as fast as they can. They won’t wait around for it to work better. You test every piece of digital product as many times as necessary to make sure it works every time.
• Easy to use: It’s all great if a website works, but if it is complicated to use, again, you’ll lose users faster than you can complain about it. Remember that not everyone is a computer genius and not everyone has the time, patience, or ability to figure a site out. Be clear, streamlined, and obvious so that your customer doesn’t have to work at it.
• Accessible: How can you expect to retain customers if your website, apps, and other services aren’t even accessible to everyone! Make sure that everyone can enjoy your product, no matter how they need to access it. And this applies to more than just the digital side. Make sure you open your company up to anyone who wants to access it.
• Desirable: What’s the point of working so hard to create something that the customer doesn’t even like or want? Make sure that you are engaging in user research from the beginning and throughout the process to make sure you are creating something that they actually want. And make sure it looks and feels nice. Make sure it is a pleasure to use.

Secondly: Make sure that every aspect of your company is aligned towards giving users a great experience, from marketing to customer service. Everybody should be on the same page when it comes to functionality, usability, accessibility, and desirability. It’s not just about a digital product, it’s about every interaction the customer has with your company.

Your company has to work. It has to be easy to understand. It has to be accessible. And it has to be desirable.

Do this, and you’ll be attracting, converting, and retaining customers like crazy. Don’t do this…and you’ll continue to lose them.

With many organizations turning to cloud-based ERP and HR systems to replace legacy, on premise systems, and more importantly as a means to enable organizational transformation, the demand for cloud-based HR services continues to grow. NelsonHall’s Targeting Cloud Based HR Services market analysis estimates the market to be ~$15bn in 2016, growing to ~21bn in the next five years.

Gateway to HR BPaaS-0917

NelsonHall recently published its 2017 Cloud-Based HR Services market analysis study and NEAT vendor assessment, as part of which we interviewed the clients of leading cloud-based HR services vendors to ascertain satisfaction levels across a range of service criteria. And while we found that cloud-based HR services were meeting client expectations in a few areas, those areas were mostly of lower importance to clients. The areas of higher current and future importance to clients identified below should be the focus of attention for cloud-based HR services vendors.

Cloud HRO Buyers Verdict-0917

Automation technology plays an increasingly large role as companies form new shared services operations and grow in maturity. As the organization develops and needs to serve a larger number of users, the benefits of implementing centralized automated services increases substantially. However, implementing automation is critical at every stage and companies that begin planning for the future early will be better poised to ensure long term success.

View More Here

Ahead of the Digital Convergence Conference, Dan Goodstein, President at the Outsourcing Institute sat down with Rohith Nandagiri, Director of Global Technology at Time Warner to dive deep into digital development.

The Interview Explores:

• What’s happening in the marketplace: evolutionary vs. transformative vs truly revolutionary
• The importance of methodology and strong collaboration in the enterprise
• Advice on how to make transformation happen
• And More

Rohith Nandagiri will explore how the sourcing landscape is radically changing with the advent of Digital Convergence and what providers as well as buyers should do to adapt to this shift at the Digital Convergence Conference, at PwC on Madison Avenue in NYC on September 27^th.  To learn more about topics, speakers and sessions, take a look at the agenda. Time is running out to register, with the event, a week away. Make sure you save your spot today.

Providers/Influencers can register for as low as $895. Register Here

Buyers can register at no cost. Register Here

Multi-vendor systems are becoming the standard model for delivering outsourcing services in today’s workplace. This approach allows clients to leverage the best service for a particular business environment. However, multi-vendor delivery models also require a client organization to integrate multiple vendors with varying roles and coordinate their activities in an effective manner. Furthermore, many industries, such as finance and healthcare, face increasingly stringent regulations that place a burden on the client to ensure regulatory compliance over its vendors throughout its service delivery chain. Clients also must maintain oversight over their third-party relationships.

WGroup Strategy Brief - Top Nine Trends in Vendor Management 2017

All Advisors are Different – Selection Starts with the Right RFP.

In today’s dynamic technology environment, sourcing is increasingly utilized as a key component of global IT service delivery. As sourcing is a highly specialized and complex process, many IT and business executives consider hiring a specialized sourcing advisory to support the development of a sourcing strategy, the execution of an insourcing initiative, or the management of an outsourcing transaction.

WGroup Strategy Brief - Tips for Writing a Sourcing Advisor RFP (2017)

Risk-management professionals often find the creation of a vendor risk management (VRM) program to be a challenging task, especially when it’s for an entire enterprise. An accurate vendor list and executive support are required for such a program. The challenge is this project often begins with an outdated vendor list and a need to build the business case for funding the VRM program.

WGroup Strategy Brief - Four Ways to Improve Your Vendor Risk Program (2017)

An Evolving Landscape Global sourcing, open source, and Moore’s law have made technology widely available, standardized, and cheaper than ever. Further Cloud, Virtualization, As-a-Service, Business Platforms and new forms of delivery are changing the technology landscape. Although cost and service levels are still important, ensuring that IT is optimized to deliver value back to the business is now a top priority for leading companies. Management expects more productivity but lower costs from their IT investment and are investigating initiatives that will reduce their OpEx and enable them to focus on core competencies and strategic priorities.

WGroup Strategy Brief - Building Your Strategy for Technology Sourcing (2017)

NelsonHall’s recently published (July, 2017) Targeting Cloud-Based HR Services market analysis report estimates the global cloud-based HR services market to be $15.2bn, and this is expected to continue its growth trajectory (~6.3% CAGR) to reach $20.6bn by 2021.

With the largest portion of the market coming from cloud implementations (~44%), it’s interesting to find that less than half of the current multi-process HR outsourcing contracts are being delivered on cloud-based systems. Despite the growing appetite for cloud-based HR platforms, vendors continue to encounter organizations hesitant to leave traditional on-premise systems and make the switch to the cloud.

Speed of Deployment Key to ROI Realization in Cloud HR