Companies seeking to improve their use of communications technology should follow these guidelines to improve both internal workforce communications and external customer communications:
- Approach technology decisions thoughtfully, including assessing the technology's contribution to business needs and the overall business mission.
- Consider use cases and apply the technology that's best for each case.
- Always connect with customers in their preferred manner, considering the context of each interaction (such as text, web, chat, or voice) rather than forcing customers to channels they wouldn't naturally use.
- Evaluate where the organization falls on the communications technology maturity scale, and learn how to advance in maturity level using IDC's Communications Advantage Index communications technology self-assessment tool.