This year at ScanSource Channel Connect, we developed and hosted our first-ever Executive Lighting Round Breakfast, where channel leaders convened to share their perspectives and insights on a handful of key topics that are top of mind across the industry.
Our second panel, led by Vice President of Partner Experience & Enablement Kristy Thomas, was focused on technology innovations and strategy – an extremely popular topic in today’s ever-evolving technology landscape.
According to the 2023 KPMG US Technology Report, the number of businesses with leadership buy-in for emerging technologies has tripled over the past few years.
Over half of those who have already invested in tools and platforms to accelerate digital transformation say the returns have exceeded their expectations. The need for organizations to do more with less is the biggest trend, with 65 percent of respondents saying that is a top priority for them.
So, how can you help your customers leverage these innovative technologies?
Here are a few of the key takeaways I gained from this insightful panel:
- Mark Tina from Verizon suggested that you lean into the power of partnerships. Technologies are changing and evolving rapidly. Partnering with the right providers gives you access to the best core competencies to deliver the right solutions to your clients.
- Generative AI is an exciting trend, specifically in the contact center space. NICE CX’s Ray Hicken points out that it’s not just about predictions and patterns. This innovative technology takes it a step further. It focuses on conversations and intent, making the customer experience more dynamic and seamless and helping make agents more efficient and effective.
- Gary Sorrentino from Zoom also touched on the importance of responsible AI and the desire to create more intelligent workers. Helping your customers easily access AI across all their communication channels (phone, chat, email, etc.) can put the power of AI in their hands and help them think (and work) differently. Remember that AI is not designed to replace humans but to empower them.
- Josh Prewitt from Rackspace discussed repatriation, the trend of companies moving from the public cloud back to the private cloud. The promises of public cloud haven’t always paid off—in many cases, it’s been significantly more complicated and expensive – so it’s essential to work with your clients to understand their goals to find the best-fit cloud solution for them—whether that’s public, private, or hybrid cloud.
- What comes next now that you successfully that buzzy new technology? Did you sell it on price or outcomes? Did you set the right expectations with your customer? Did you think about the resources needed from the organization to implement that sexy new technology? To help your clients successfully get from where they want to go based on where they are currently, you need to think about and prepare for what Michael Zedosky calls the transformational curve to ensure winning outcomes for your client.
There has been a ton of change in this industry in the last two to three years. Customers of all sizes, not just large enterprises, are focused on improving their business outcomes, and partners are looking for new and different ways to quote and sell technology. Look for suppliers that can meet you AND your customers where they want to go, how they want to buy, and how you want to engage.
Did you miss my last blog on the People, Culture, and Building Teams panel? Check that out here or jump straight to our YouTube channel, where you can view the above insights from each of our industry leaders.
