- Middle Child Syndrome
- Communication crackdown
- Digital Marketplace: Hope or Hype?
- The 4G Workplace
- The future of work
- Digital maturity: The race to the summit
- Digital maturity: The next big step
- The Tech Evolved Workplace
- The Challenge of Speed
- Customer Service
- Business World 2036
- Activating the iWorker
- Bigger Data
- The Change Making CIO
- Humans and Machines
- A New Perspective: Document Governance
- The Dramatic Impacts of Document-Driven Business Processes
- The next decade of technology in business
- The future of technology disruption in business
- Businesses to enter a new era of decentralisation
- The CIO and CMO to form dynamic partnership and enable customer-led innovation
- Chief Executives should not be held to ransom by technology
- Businesses unable to keep up with impacts of technological change may disappear by 2020
- Ricoh Process Efficiency Index
- Businesses play a risky game with document security
- Healthcare, education and financial service organisations at risk of document compliance breaches
- Existing business processes across Europe are unnecessarily labour intensive
- Managing the costs of document processes in Europe
- Document processes have far reaching impacts
- The European Union's Digital Agenda
Are your customers happy?
Surprisingly, employees see more room for improvement in customer service capabilities than managers do, suggests a new Forrester Consulting Thought Leadership Paper* commissioned by Ricoh Company, Ltd. titled, “The New Workplace Reality: Enterprises Must Capture the Soul and Spirit of the Emerging Worker."
By a factor of nearly three to one (43 percent to 17 percent), managers surveyed thought their organizations communicated well with customers through old and new channels such as text and email, whereas customer-facing employees, those on the front line dealing with customers first-hand, felt this was far from the case. At the same time, more than double the number of employees compared to their managers agreed that the businesses have older systems that require the customer to communicate in ways that they don’t always want to. Both groups however do agree in one core area – they have a strong internal program to address multichannel communications – but aren’t fully there yet.
* A Forrester Consulting Thought Leadership Paper Commissioned By Ricoh, “The New Workplace Reality: Enterprises Must Capture the Soul and Spirit of the Emerging Worker,” December 2013.