New Human Relationships in Customer Contact

We look at the upcoming  CCW Conference in Glasgow in March, and ask – has this Conference really changed things  This is what they say about themselves:

”Delivering world class services has never been more critical as today’s businesses continue to be disrupted with new technologies and competition. Multi channel is the new norm, contact centres face more complex queries, operating models urgently need to be reorganized and super agents need to be created!

Partnering with business to deliver insights and world class service is a major step for customer contact to become more strategic in customer centric transformation. In the age of digital, providing that human touch to both your customers and employees will be the winning recipe. We invite you to join us at Customer Contact Week 2018 where key strategies are shared and the future is shaped.

CCW Europe will see 60+ executive speakers, 25 industry and challenge focused IDGs, 9 plenary sessions and dedicated streams and discussions tackling how to deliver world class service through intelligent customer contact without losing the human touch. You cannot afford to miss out! “

There is no doubt that a more human response in the automated call centres that have populated our life, will deliver.

But the question is – has the market already moved on?  Most people – particularly in the areas of financial services, banking, utilities, would much prefer their vendors and suppliers to go the whole hog, bring back the human face, bring back the local branch. At a time when there is a growing focus on the “Community” – so there is now a need, and a market, for the back to basics of human engagement, – rather than the image of human engagement. It is still faster to buy a train ticket by rolling up at a local train station than trying to buy said ticket on line, and you get the happy start of someone actually face to face being nice to you. Pay it Forward actually works.

Plus, there are added side benefits of this back to normality approach, the obvious one is in retail, the avoidance of plastic packaging and delivery services is becoming a major factor in saving the planet both from the ocean and emissions points of view.

And then again – maybe the answer is a mix, and it comes down to service. A key speaker at the above Conference is from the MOO Organisation – where we ourselves have now migrated to buying all of our cards and print (in stead of our local print shop down the road).

Will we be going?  Yes of course.  But let’s get serious;  online customer contact will never be as good for most situations, as the real thing. And Glasgow is a great place to go visit.

It’s Time to Think About Christmas…

We look at those Christmas Parties that actually make sense…

Actually – frankly speaking – there aren’t many. I would like to say that Christmas for all and everyone is a spirit of goodwill to all men, a time of renewal and friendship. And I would be wrong. For most companies, the annual “Christmas Party” is the minefield of alcohol bad taste, political scheming that rivals Machiavelli in his prime, and moments of deep despair that hit those who awake the next morning, and wonder – “did I really say that to Sophie in Accounts”?

No wonder that so many Trade Associations in Paris prefer to have their annual “Soirée”, in the middle of June. At least when you wake up the next day, you can disappear on vacation down to Chatelaillon. Hopefully it will all be forgotten by the time you get back for the Rentree.

And then there is COSSIOM – whose annual “Get-together” is the model of what business events should be, and where aspiration of actually enjoying oneself – is merged with business networking, for people who know about business networking.

How so?

Because COSSIOM understands that the driver of its flagship event – is business, not hospitality. That people in the Data world that it brings together, – as much as one always likes a glass of champagne – rarely have time to enjoy said glass of champagne. Life is already too stressed. COSSIOM is a soirée for people that value the individual minutes of their day enough to know that the chance discussion, the accidental meeting, that the COSSIOM event delivers, are as valuable as the specific meeting of old and goods friends and clients that have been fostered over the past year.
For that reason, COSSIOM every November has no need to market itself itself as a “business event”. Their website and invitation just says; “Hey guys, just come along!” The people who do “come along”, already know the rules of the game.

Which means that COSSIOM can reach out from the large corporate environment that is its core – to use its Soirée to benefit charity. It is a time of practical giving-back, as well as a random evening of receiving.
As I mentioned somewhere earlier – this is about Goodwill to All Men. What’s there not to love?

Happy Christmas!

Time for Digital Transformation. We look at the new Report from Logicalis.

NEW YORK, November 15, 2017 –

Just a year after we published our own assessment that the CIO remains the biggest barrier to corporate improvement, we have received the following from the Logicalis company. According to the results of their new  global survey, CIOs around the globe are more determined than ever to achieve digital transformation within their organizations despite setbacks experienced over the past year. Logicalis is an international IT solutions and managed services provider (www.us.logicalis.com) and is making the survey results available online at their  website. You can ownload a copy of the 2017/2018 Logicalis Global CIO Survey here: http://ow.ly/jVfZ30gzqws.

And what they conclude, is this:

The survey, which polled 890 CIOs across 23 countries, unearthed surprising findings this year. Although CIOs are determined to achieve digital transformation, optimism about their strides toward success has waned over the last 12 months. While only 11 percent report their organizations have “no desire” for transformation, those that ideologically embrace digital transformation have made only minimal advancements to date:

* Just 5 percent classify their organizations as “digital innovators,” down from 6 percent in last year’s survey.
* Fewer CIOs (19 percent) see their organizations as early adopters today, a step back from last year’s 22 percent.
* However, the proportion of CIOs that characterize themselves as part of an early majority with digital transformation rose from 45 percent last year to 49 percent this year, illustrating that, despite difficulties, IT leaders are moving ahead with digital transformation plans.

The main barriers to delivering digital transformation, CIOs say, include complexity, cost, culture, skills and security issues. Notably, 44 percent of CIOs cite the complexity of legacy technology as their top obstacle, while 50 percent point to cost, 56 percent name organizational culture as their largest issue, 34 percent say it’s a lack of skills, and 32 percent identify security as their biggest hurdle.

Far from discouraged, CIOs around the world have big plans for overcoming these digital transformation barriers:
*51 percent say they plan to replace and/or adapt existing infrastructure.
*51 percent plan to attempt culture change within their organizations.
*38 percent will address skills shortages through increased training and development.
*31 percent expect to invest in extra security capabilities.

“The way businesses view technology is undergoing an exciting yet fundamental shift,” says Vince DeLuca, CEO of Logicalis US. “The goal behind technology is no longer simply about implementing and managing tools that enable people to do their jobs. In a digitally transformed enterprise, it’s about giving people access to the information they need to fuel business agility and growth and to empower collaboration that will create business models no one has yet imagined. Digital transformation is the foundation upon which this new way of doing business will be built, and as this year’s Global CIO Survey indicates, IT leaders around the world not only recognize this, but they are determined to provide the platform their organizations need to embrace the change that is to come.”

The Importance of Accurate Data!

We look at the upcoming NCQA’s Digital Quality Summit
 – Using technology to increase quality reporting and reduce the burden of data collection

WASHINGTON, DC— The Digital Quality Summit comprises highly interactive working sessions within three tracks. Attendees will work in teams to solve data challenges using specific quality measures as a use case to demonstrate successful interoperability solutions. Participants will understand how information technology can be used to increase the efficiency of quality reporting and reduce the burden of data collection. In addition, they will engage in hands-on demonstrations for efficiently extracting data for quality reporting.

WHAT: This is not the typical conference of presentations and PowerPoint slides: This is a summit. Plan for interactive work sessions, networking with peers and hands-on demonstrations. Teams will work with specific quality measures to solve data challenges and demonstrate solutions. Attendees will learn how IT can increase the efficiency of quality reporting and reduce the burden of data collection.

WHO:
The Summit convenes quality improvement stakeholders including senior decision makers, measure development experts, clinicians, government agencies, public health officials, data intermediaries, vendors, and payers to advance measure interoperability solutions.

WHEN:
November 1 and 2, 2017. Click here for schedule.

WHERE:
Omni Shoreham Hotel, 2500 Calvert Street NW, Washington, District of Columbia 20008

REGISTER:
Email Ben Hamlin for Media Registration: Hamlin@ncqa.org. Ben is also the Point of Contact during the Summit, please email him directly or call his cell: 240-423-9126 with any questions.

Top 5 Ways Your Smart Home Can Help You Protect the Elderly

IoT has its downsides, ( see our article about hacking earlier) – but  at a time when we are banging on about personalised and community healthcare, here like a ray of sunlight, comes some essential truth, by Rafi Zauer, Head of Marketing at appropriately, the Essence company.

The ‘sandwich generation’—adults who have to simultaneously take care of their aging parents and deal with other responsibilities like work and raising their own children– is a consequence of increasing life expectancy in developed countries, and the wish of the elderly to stay independent and continue to live in their own home.

This can be a very stressful situation, and for those who find themselves in this position, every bit of help is more than welcome. And technology may be able to assist. A modern smart home will become an invaluable tool to help you take care of your aging loved ones. How? Here are five tips:

1. Be alerted about deviations from their daily routine
By installing motion sensors in strategic places around the house, you will know at what time your parents get up, or if they opened the fridge to get something to eat. You will be able to follow their daily routine and detect if anything is amiss. For example, you will receive an alert if they stayed in bed, or in the bathroom, much longer than usual. That way, you will be able to check on them and make sure they are well, without interfering with their daily habits, respecting their privacy at all times.

2. Make sure they aren’t wandering out of the house
Thanks to a smart lock you will be notified every time they enter and leave the house. This is not about spying on their every move, but about making sure they are safe. This is especially useful for seniors who are becoming increasingly frail or infirm, as well as for those in the early stages of dementia, for whom it may be dangerous to leave the house on their own. Also, with a smart lock you can even lock and unlock the door for them. For example, if they tend to forget to lock the front door at night, you can set a rule to lock it automatically at a specific time every night.

 

3. Keep track of their medication schedule
By installing a magnetic door sensor on the medicine cabinet door, you will know if your senior parent remembered to take his daily pills. By consulting the activity log from your smartphone app, you will be able to check if the cabinet was opened and when. What’s more, thanks to smart rules you can get creative with the way you remind them to take their medicines! For example, you can set the smart light in the kitchen to turn a different color when it’s time for the night pills, and not to return to its original color until the sensor in the medicine cabinet detects the door opening.

4. Ensure they are safe with smart safety sensors
Smoke, CO2 and water detectors will add an extra safety measure which could even become a life-saver in certain situations. Suppose your elderly parent forgets to turn the stove off while cooking or heating food up, and something starts to burn. You will receive an immediate alert on your smartphone, allowing you to react on the spot and prevent any serious damage. Likewise, with a smart thermostat you’ll be able to make sure the house is never too hot or too cold. This is not only a matter of comfort and convenience, as seniors are very sensitive to temperature changes, so on cold winter days forgetting to turn on the heat could put their health at health .

 

5. Use cameras to keep them safe while ensuring their privacy
Although some people may find it intrusive to have a connected camera in their home, there is no doubt that it is a very useful tool to take care of seniors as it allows you to check in on them at real time. For example, you can create a rule for the camera to send real-time video when any of the sensors detects an anomaly in the house, such as smoke in the kitchen. Also, if you can’t get in touch with your parents, you can turn on the camera and make sure they are well and haven’t perhaps fallen and are unable to answer the phone.

Beyond panic buttons, smart home technology is also useful in providing a helping hand for those taking care of seniors. It does not only offer peace of mind for everyone involved, both the caregiver and the elderly person, but can also become a life-saver in situations when time becomes a life or death matter, such as in the case of a fall, injury or accident, where a quick response is essential. Smart homes are helping enhance the quality of life both for seniors and caregivers, helping seniors remain at home and stay independent for as long as possible.

Rafi Zauer is Head of Marketing at Essence, providers of intelligent end-to-end IoT platforms for service providers offering home security, automation and senior care services. http://www.essence-grp.com

 

Is the EHR in Terminal Decline?

We ask the question that nobody wants to admit..

When the slides failed during Mahad Huniche’s erudite address on the personalisation of healthcare at the recent HIMSS eHealth Europe Conference – he did what every speaker should do.  He ad-libbed, and carried on.  And in doing so – he said two things that were seismic in their importance.

The first – that we are entering an era of disruptive clinical IT – everybody “got”.  The second – that healthcare will now be driven by you and I as “consumers”, and as such, will be governed by eCommerce technology, rather than clinical technology – nobody got.

Whether we like it or not, the wearable technology that is ever more prevalent, will be the source of our own health data – and it will be transmitted, in real time, to wherever we want to send it – i.e., to places where they can monitor this and do something about it.  In short what this means is a reversal of the current necessity of a/having to travel to a place called a hospital;  and b/ having to use monolithic IT called “EHR Solutions” – to manage said information. It also means that the driver of future health improvements will be you and I, as we will insist that our healthcare givers can monitor us remotely; and that the hospital importance of people like CIOs etc, will fade into one of support. We just don’t need it any more.

This will do two things;  first, at a General Doctor level, fewer people will need to see their local GP – he will already know their info; this means that the GP (according to one that was discussing this with me on the plane recently) – can now spend as much time as they wish, sorting out the patients who are truly sick, as opposed to those who just “think”  they are.  It means less people coming into the A&E areas of hospitals (for the above same reason). And more important – less people requiring on demand beds in hospitals.  Our doctors will be able to tell us straightaway, remotely, if we need to be admitted as such.

The interesting point about all this – is that it;’s not like this technology is not available already,  Even places such as Turkey have their own regional connected patient record App, that will be the platform for the sort of enhanced personalisation we describe above – and this explains why Steve Leiber, CEO of HIMSS was already on a plane to Turkey even before the applause had died down from his opening Conference keynote speech.

The other interesting point, is that this consumer driven change – flies in the face of existing Hospital wisdom, who are continuing to invest in ever larger and all embracing “big patient record systems” – that will both be too cumbersome to give any actual clinical benefit, and too inflexible to cope with the personalisation that is not just required by the mobile wearable world we are all embracing, but by even now, some of the key modules that need to be stand alone in their own right – Theatre Management is a good example – if they are to cope with how individual communities want their healthcare.

What is worse – is that very few “communities”  are geared up at a bureaucratic level – to handle this. When we talked to several Kommuns in Scandinavia recently, their assessment was that it will be at least twelve months before they could look at a “Procurement” to put in place relevant services.

The result – is that not only will you and I start to define our own healthcare needs – but that we will go to places called Supermarkets, to obtain this.  The ICA supermarket  in Scandinavia is deep in expansion of its Apotek chain of walk in healthcare shops.  It can only be a matter of time before those services expand.

How so?

Because retail and supermarkets are the bedrock of eCommerce. And the very technology that drives the analysis of every purchase that you and I make in a store, is already being used to calculate the personalisation of Genomes and Genomics, as well as manage the health data wirelessly sent, all the time from yours and my Apple Watch.

Which brings me back to Mahad and his unfortunate slides. Sometimes you need to get to the horses mouth, the deeper vision. Who needs powerpoint anyway?

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New Ways to Share Sensitive Data

We look at the launch of the 360ofme Platform and the appointment of its new Key Execs

If you would take your clothes off,  – for less people  than the number of fingers you have on one hand – then your Doctor would certainly be one of them. It goes without saying that – you would not expect him to share that info, with the rest of world.

And you could say the same about Financial Data too. Sensitive info, is, well, sensitive info.  And that’s the problem. Because, in the modern world,  our personal data is digital, and insights into our digital data routinely need to be shared and accessible to  chosen people, for our own wellbeing. The question is – how do we do it?

The answer could be the new 360ofme platform.  360ofme is a new platform that provides consumers with portability, ubiquity and insights from their digital life. From healthcare to financial and insurance to automotive and home, 360ofme provides a simple means of securely sharing critical data with family members, doctors and others that consumers choose. Utilizing cognitive computing from IBM, new insights about people’s lives will be surfaced and consumers will gain control of their digital footprint.

The key point is that they attribute their future success to the appointment of seasoned industry experts, rather than the typical  “start-up”  routine of  inexperienced founders, which rarely work.   And they go on…

“360ofme, the world’s first personal data exchange platform, today announced that four new executives-in-residence will help to guide the further development of its groundbreaking solutions. Scott Dueweke, President of Zebryx Consulting; Becky Wanta, CEO & President of RSW1C; blockchain expert Evelyn DeSouza; and Steve Schlabs, VP of Sales Strategy at BMC Software, will serve as 360ofme’s Board of Technical Advisors. The new executives will serve alongside some of the brightest minds in consumer focused software development. Other members of the 360ofme Board of Advisors include Derek Collison, CEO, Apcera; Jan Plutzer, COO, Apcera; and Carole Bellis, Partner, Kilpatrick, Townsend, LLP.

360ofme offers an online solution that enables consumers to regain control of their digital assets, allowing them to manage, share and act on their digital data. From healthcare to financial and insurance to automotive and home.

The current Board of Advisors guided 360ofme to its recent beta launch in just 10 months and will be instrumental in onboarding its first cohort of consumers. 360ofme recruits advisors in areas of critical strategic importance and relies on their guidance to ensure that significant company disciplines and processes develop and operate according to industry best practices.

“We feel so fortunate to have the advisement and counsel of these recognized senior executives. As we complete the beta release of our platform, these executives are ensuring that we can scale, delight our customers, and maintain the trust that is expected and required,” said Cindy L. Warner, CEO and Founder of 360ofme. “Becky, Evelyn and Steve will be invaluable in our journey to becoming the market leader in consumer data privacy, and Scott will be instrumental in our next phase of security architecture, as we create the most secure personal data exchange in the world.”