The mega-trend towards hybrid working and cloud migration seems unstoppable. But customer service organizations could find their wheels come off if they fail to address a hazardous twist in the transformation journey.
For many businesses, switching to the cloud makes sense on multiple levels. On-premises kit is seen as expensive to buy, install and maintain, whereas agile, scalable cloud platforms are considered to be more efficient, cost effective and easier to manage. Then there are all the benefits around greater business resilience and environmental sustainability.