Transform Tour 2021: The Impact of Intelligence on Customer and Employee Experiences Recap

By Katie Bartenslager

If you missed our latest event, Transform Tour 2021: ‘The Impact of Intelligence on Customer and Employee Experiences’ (sponsored by Avaya and Contentsquare), don’t worry! This blog will give you a brief overview of the event. If you would like to watch the full event you can do so here.

Analyst Session #1 

Topic: Predictions for 2022 Part I: Intelligence in the Digital Workplace: Work Smarter, Not Harder

Presented by Aragon analysts: 

• Jim Lundy, CEO and Lead Analyst
• Ken Dulaney, VP of Research and Aragon Fellow

 

Key Takeaways:

By 2025, 20% of enterprise emails will transition to visual emails (60% probability)

By 2025, 60% of large enterprises will use a smartphone application to manage employee work-life balance (60% probability)

By 2027, HR managers will be required to take a specific training class focused on engaging with digital labor (80% probability)

By YE 2023, 25% of enterprises will deploy virtual agents that supervise human agents (60% probability)

By YE 2023, the UC&C and Intelligent Contact Center markets will converge, primarily through mergers and acquisitions (70% probability)

Panelist Discussion

Topic: Planning for 2022: Top Strategies to Think About Now

Our Panelists: 

• Kim Howland, Vice President, Marketing at Avaya
• Michael Rose, VP Corporate Marketing at Contentsquare
• Scott Kolman, Senior Vice President of Marketing at Five9
• Eric Prugh, GM Developer Platform at Ironclad

 

Key Takeaways:

What are you planning to do differently in 2021 vs 2022?

• “Avaya is looking at what is best for our workforce to empower our staff and our teams to be the happiest and most productive. We have proven this hybrid workforce can work and be very effective.” – Kim Howland, Avaya
• “Hybrid has worked well for us as we grow as a global brand. It’s opened us up to a whole new employee base of experts that we can tap into regardless of location. The key for us is to continue to build the culture even in a virtual environment. It is important for us to use the tools at our disposal so we can connect with each other more frequently.” – Michael Rose, Contentsquare
• “It’s not just engaging in meetings, it’s about having some fun events along the way as well. Most of the people on our team are remote so we are looking at tools to engage and ways to keep it fun and real. At the heart of it, it’s all about relationships and people need to feel a part of their organizations.” – Scott Kolman, Five9
• “We are going through serious hypergrowth right now so we are working to honor the Ironclad community. We are designing how all of our different hubs interact with each other as well as designing culture and office spaces that are going to encourage people to come together. We do want people to come back to the office, not 5 days a week because that isn’t what people want anymore, but we do want to create an environment that encourages people to do so.” – Eric Prugh, Ironclad

How are you planning to do customer events in 2022?

• “We are going to be guided by our audience and what is happening with our world for events. We have created events around our technology that have allowed us to be fluid to make sure that we can adapt on the fly if needed. There is a real opportunity for reach and scale in virtual environments. We anticipate we will deliver hybrid events, but we are being fluid and agile.” – Kim Howland, Avaya
• “For us, hybrid is a little bit more complicated. We will probably be in person or online. There is a huge opportunity to create smaller events and focus on brand experience and emersion for an audience and meet our audience’s needs. ” – Michael Rose, Contentsquare
• “Looking into 2022, we do believe for large events you have to go hybrid because we don’t want to lose the reach that we have been able to get. Before, companies could maybe send one person to an event whereas now they can have a team participate virtually. ” – Scott Kolman, Five9
• “We want to get people together. The more intimate events are something we have always done and they are a part of our plans moving forward. However, we do have quarterly events that are virtual with a great number of registrants that could eventually turn into a larger in-person event. In-person events are important to us.” – Eric Prugh, Ironclad

What’s your best advice for planning for success in 2022?

• “We are to a place now where we really need to optimize for a hybrid environment. I think that is continued investment in optimization of tools and technology that we have had to implement. You need to think about if you have office space and the value that location provides. It shouldn’t be at a cubical, people want to be around people and that is why they would be returning to the office.” – Eric Prugh, Ironclad
• “If there is anything we have learned from the last 18 months, it would be to expect the unexpected and to always have a plan B. Also, data. We have put a lot of tools into play so we can track data so it is no longer opinion. For example, our marketing decisions are based on facts.”- Scott Kolman, Five9
• “I think to be bold. Look at programs that really excite the audience that you are trying to reach. We are all trying to do things differently so now is the time to be extremely creative and very engaging. We need to bring our culture to life in the programs that we have. Be bold, plan early, and use data to inform.  ” – Michael Rose, Contentsquare
• “Embrace the change. There are many opportunities for growth so embrace the change. The happier, the more engaged the team is, the better the customer experience is going to be. So really drive that sense of community. ” – Kim Howland, Avaya

Analyst Session #2

Topic: Predictions for 2022 Part II: Intelligence in Digital Business and Operations: The Road Ahead for Digital Transformation

Presented by Aragon analyst:

• Betsy Burton, VP of Research and Aragon Fellow
• Craig Kennedy, Sr. Director of Research

 

Key Takeaways:

By 2024, 80% of the top 100 places to work will achieve their ranking through viewing employees as brand ambassadors (70% probability).

By 2025, tPaaS will subsume 45% of the current (2021) iPaaS market. (70% probability).

By YE 2025, Computer Vision applications will generate 25% of the digital assets used in content marketing departments (60% probability).

By YE 2024, a security architecture paradigm shift will result in 80% of applications becoming security self-aware (70% probability).

Thru 2024, the focus on Quantum Computing will be on hardware innovation, but by 2025, the focus will shift to software toolkits and applications (65% probability).

What’s Next?

All of our transform tour events this year have been leading up to our biggest event, Transform 2021. Transform 2021 will be a 1-day virtual event that includes presentations from our Aragon Analysts,a special guest panel, as well as our Hot Vendors, Women In Technology, and Innovation Award ceremonies. You can register for which sessions you would like to attend here. 

In addition to registering for Transform 2021, you can also:

• Watch the recording of our latest Transform Tour event  by clicking here
• Get in touch with one of our analysts for a more in-depth and personalized conversation

We hope to see you (virtually) on December 2nd, for Transform 2021!