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7 min read • Apr 03, 2023
BE-terna in-house experts joined
forces with one of the leading global authorities on the topic of digital
transformation Eric Kimberling to tackle the trends and challenges in the
professional services industry in an exclusive expert talk. The online event
premiered on March 30th and started a discussion on all industry hot topics
including the end-to-end digitization process, the „great resignation“, Chat
GPT, and artificial intelligence.
The event kicked off with a bang
thanks to our host, Andrej Černjivec! He set the tone by defining digital
transformation as more than just a buzzword - it's a complete shift in company
culture, vision, and strategy. We're talking about building a foundation for a
modern company of the future!
Sure, technology plays a
significant role, but the real deal is the major changes in business processes
and people. It's an overall business transformation that requires a whole new
way of thinking. Andrej gave us the insight on the Microsoft Catalyst approach,
which starts by mapping out a company's current operations before getting down to
brainstorming and design thinking to create a list of real needs and digital
solutions to address them.
Using a simple example of going
paperless Andrej noted:
„When a company decides to go
paperless and make all of their documents digital, it is one thing to implement
a solution that enables it and it can take a few weeks, maybe a couple of
months, but it is a whole different thing to educate 1000 employees to start
using it, adapting to it and working in a whole new way. The ladder takes much
more effort and oftentimes this effort is what counts “
Here's the thing - digital
transformation goes beyond just tech. It's all about creating a cultural shift,
setting strategic goals, and having a vision for the future. Unfortunately, too
many companies are unaware of the magnitude of changes necessary to become
digital companies of the future. But there are recipes for success and Andrej
shared his - involving everyone in the company, evaluating day-to-day
processes, and mapping out the steps needed to achieve goals.
Independent digital transformation
consultant and digitization pioneer Eric Kimberling shared his observations on
the current state of the professional services industry. Eric discussed several
key trends including:
explained Silos trap occurs when different departments within a business work
independently, leading to a lack of collaboration and communication between
teams. This can cause inefficiencies, duplicated efforts, and missed
opportunities. In professional services, it can result in a disjointed approach
to client service. To break free from the silos trap, professional service
companies must take an end-to-end approach to their client's needs, prioritize
strategic business needs, and adopt an integrated approach that transcends
departmental boundaries. This will result in delivering greater value to
clients and improving competitiveness.
data-driven era, the value of investing in solutions that can extract more
meaning from available data cannot be overstated. Platforms that enrich data by
enabling employees to add context can deliver more valuable insights. By
combining cross-functional data from different departments, including sales,
marketing, HR, finance, and even external sources, teams can gain holistic
insights that help companies better serve clients at each stage of the client
journey. This allows firms to understand broader demand signals and gain
targeted insights that can improve their competitiveness in the market.
rapidly reshapes the business landscape, professional service companies must
learn to pivot and adapt quickly. To stay ahead, companies must adopt an agile
approach to strategic planning, taking an enterprise-level view of workforce
data to manage their resources effectively. This allows firms to respond more
effectively to changing market conditions and customer demands. Eric shared his view on the most current industry disruptions saying:
ongoing disruption that started with the pandemic, the „great
resignation“ and more recently the massive layoffs, other industries are more
dependent on outsourcing work from professional services companies, that brings on the question of agility that can only be accomplished
by implementing the industry-specific digital solutions“
In the professional services industry,
building strong customer relationships is crucial. However, traditional methods
have become difficult due to the Covid-19 pandemic. To overcome this, companies
can digitize and leverage their relationship networks. By adopting a more
digital approach, firms can better connect with clients and colleagues and give
context to their projects. Leveraging relationship networks can help companies
maintain professional relationships that benefit both parties in the long run.
To discuss the trends and
challenges brought to light by Eric Kimberling, BE-terna experts Anže Krpič and
Igor Tasić, joined Andrej for a round table discussion breaking down the points
discussed in the keynote and proposing the solutions that help professional
services companies overcome the challenges and not only to survive but to
thrive in an ever-changing market.
Anže covered the end-to-end
process of a professional services company in a realistic example of the
process and explained how BE-terna solution for professional services helps to
support and optimize the workload, manage teams and do complex billing,
ultimately resolve the silos problem and allow companies to maximize
utilization. Further expanding on the high levels of data fragmentation Anže mentioned:
„Data fragmentation is a big
challenge in the professional services industry. It is crucial to choose the
set of tools that cover all phases of project business and create an ecosystem
of solutions that communicate seamlessly in real-time.“
Anže further explained how the
stack of Microsoft Dynamics 365 solutions works together to achieve a
sustainable digital ecosystem that supports all phases of professional service
Igor Tasić gave his breakdown of
BE-terna CRM solution in the context of professional services explaining how
the tool allows companies to establish data-driven decision-making, increase
customer satisfaction, and the possibility to detect upcoming opportunities. Igor noted that:
„What most companies are
missing is turning their data into something actionable, so where we come in is
the very early stages and start to bring the data together, pulling the data
into spaces like dataverse, enriching the existing data with outside sources and
that creates the baseline for data-driven decision making.“
By adopting a digital
infrastructure, an organization can effectively cater to diverse customer segments,
enabling them to offer value propositions such as fast delivery, competitive
pricing, and good quality. As a result, customers are more likely to choose the
company's product even in a competitive market.
Both of our experts gave their
views on how the professional services industry can utilize the recently
released AI technologies such as chat GPT or Microsoft's recently announced
Copilot, as well as their opinions on the great resignation trend.
To discover all the trends and challenges discussed the whole online event is now available on-demand for you to watch.
The Digital Darwinism Expert Talk is a comprehensive online event for Professional Service providers seeking to stay ahead of the curve. In today's rapidly evolving market, companies must embrace digital transformation, leverage data analytics, make informed decisions, and enhance customer relationships in unprecedented ways to succeed.
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