Democratized Technology Makes Everyone An Innovator

Jun 8, 2021 9:15:00 AM

Remember when you thought 2021 was for The Jetsons? Unfortunately, we still don't have robotic housekeepers to pick up after us, nor transportation chutes to send the kids off the school, or flying cars to get around, but technology is advancing at an unprecedented rate. This is especially true when it comes to business communications and the mission-critical contact center. 

Technology is being democratized, meaning the power to program, code, and invent is accessible to all of us. Gartner even put the democratization of technology -- that is, providing people with easy access to technical or business expertise without extensive (and costly) training -- on their list of 10 strategic technology trends. Now anyone, not just IT experts, has the chance to get involved in the technology (r)evolution at their companies, particularly the customer experience (CX) they deliver.

Accenture’s recent Technology Vision 2021 report states, “With democratized technology, every employee can be an innovator, empowered to create technology-driven solutions on their own.” This level of accessibility and the flexibility to make changes on the fly is especially crucial as companies across all industries move their contact centers to the cloud, lower their in-house IT staff, and continuously iterate their CX to stay ahead of the competition.

And while contact centers will continue to lead the way in forging new and better customer and employee experiences (CX + EX), it's time for organizations everywhere to acknowledge that everyone is responsible for customer service. Combine that with flexible, intuitive technology solutions and forward-thinking brands can expect these outcomes:

  • Agents with access to a wider arsenal of tools will provide better service and enjoy their jobs more
  • Reliance on overburdened IT staff to make much-needed changes will dissipate 
  • Customer service will move from reactive to proactive, solving issues before they arise
  • A total overhaul of the way people work will transform the EX and job satisfaction


Discover how no-code solutions are finally letting CX leaders cut the IT chains that have held them captive for far too long, freeing them from relying so heavily on one department and decentralizing the power to make changes. With flexible technology, every employee can be an innovator. If you're ready to optimize your business communications, fix contact center pain points on your own, and be incredibly nimble when it comes to CX, keep reading. 👇



Written by Edify

Learn more here.