On Friday 12th November 2021 I delivered a speech to attendees of the Creatio No-Code Revolution – a series of discussions and thought leadership sessions on the topic of No-Code CRM in business. The 20-minute YouTube video of the speech and a 3-minute synopsis were published the following week under the title “How a No-Code CRM platform can help improve customer experience”.
During the speech, I referenced an article that stated 35% of today’s workforce comprises millennials, and that, as a result, staff churn rates are increasing. The subsequent impact on customer experience is real and needs to be addressed.
Today I would like to present additional evidence of this shift in the workforce by referencing an article in The Telegraph entitled “Why bridging the UK’s digital skills gap is a race against time”, which reports data from BT’s research “The Future in 2021”.
Here are statistics from 1,217 organisations surveyed by BT and from commentators quoted in the Telegraph article:
- 518,000 additional digital workers will be needed by 2022 (Government research)
- Education in IT-related skills has dropped by up to 40% (Birmingham City University)
- 70% of young people expect employers to teach digital skills on the job – but only half of employers are able to comply (Learning & Work Institute)
- 34% of businesses say that insufficient internal skills will present a challenge (BT)
- 40% says lack of skills around systems integration will pose a challenge for next 5 years (BT)
- Only 25% of workers have an ‘excellent’ or ‘outstanding’ time in the office (Leesman Index)
- 41% of UK workers are considering changing jobs (Microsoft)
In other words, there aren’t enough of the right skills to go around, and those that you might rely on today might not hang around!
These figures show that business leaders need to act to protect the future of their operations – particularly in a world where digital transformation is becoming vital for competitive advantage, maybe even for survival.
The proposition presented in my speech on No-Code CRM and customer experience is that, in the light of this growing skills shortage, organisations need to introduce No-Code tech to handle data and, more importantly, to handle business processes and workflow. This in turn presents the opportunity to push business systems development and management out to business units and so-called citizen developers, thereby releasing precious IT resources from the growing volume of business applications required and allowing them to focus on those tasks that require coding skills, information security, cybersecurity and governance.
In his article “6 CRM best practices to use in 2022”, Dougie Collier advocates automation, simplifying workflows and sweating data as top tips for the coming year. These aspects of business services automation now need to shift out of the realm of the IT professional and migrate into the customer-facing areas of your organisation. And remember, focusing on these aspects of CRM and CX are made so much easier by taking advantage of No-Code technology – No-Code CRM and No-Code Process Management.
If you would like to investigate the theme of this article in more detail, then please get in touch. The No-Code revolution is not something that will be starting shortly. We’re already in it! And the time to act is now.
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