New technologies, including analytics and cognitive computing, are driving digital disruption across just about every industry…right now.
For example, Chief Marketing Officers (CMOs) are having to rethink everything through the lens of the customer experience or risk being overtaken by emerging competitors.
However, while you may be focused on getting the technology right, it is also vitally important to ensure that your people have the right level of digital literacy required to drive this innovation.
‘Within two years, organisations who offer personalisation will outsell companies who don’t…by more than 30%.’ IBM
The 2016 IBM Global C-Suite Study found that seismic changes in sales and marketing are happening right now:
- 63% of CMOs regard developing deeper, richer customer experiences as their top marketing priority; and
- 92% of leading organisations are focused on integrating marketing, sales and customer support.
This is being done across multiple customer touchpoints, including:
- Customer service / Call centre
- Face to face (eg. in-store, branch)
- Social media (eg. Facebook, Twitter, blogs, review sites)
- Mobile channels (eg. SMS, mobile, email, web sites, apps)
Regardless of the method of delivery, organisations will need an innovative, productive and competitive workforce to meet these new challenges.
However, just hiring the right people in the future is not enough. These changes are happening right now so you also need to be able to develop these skills in your current workforce.
‘Organisations need a way to shift the employee mindset from ‘Administrator’ to ‘Analyst’.’ Ashley Baldry, Work Test
Foundation skills such as literacy, numeracy and problem-solving are an important element of a workforce skills strategy for the digital economy. These skills are essential building blocks for digital capabilities in a technology-rich environment and are the first step in lifting digital literacy in the workplace.
Work Test is well-placed to help you assess your current position and ensure that you screen for these foundation skills during your recruitment and selection process in the future.