Digital Transformation Should Start With Customers

Before you start with DT, you must have a clear vision and purpose – one that serves your customers, partners, and employees. Digital transformation across industries is enabling businesses to streamline operations and realize benefits that are hard to ignore, especially as the cost of doing nothing becomes simply too great. Provide all departments with access to all customer data, breaking down silos for improved enterprise-wide collaboration.

Digital Transformation and the Role of the Customer

Get in touch with our Business team today to find out about tailored digital marketing and digital selling training that can transform your workforce. Their strategy towards 2025 is ‘Delivering excellence in a digital world’ bolstered by an investment of over $2 billion on digital transformation projects. Two key areas that have accelerated their digital transformation are an improved digitized customer experience and advanced quality control. Yet to achieve that seamless customer experience that meets customer expectations, organizations must first have the infrastructure in place to support it.

Customer-driven content demands agile content management

A digital transformation requires a teamwork approach as well as cultivating a digital culture and upskilling your employees. If a business is to succeed in the future, the organization must adopt and apply a company culture that embraces change. With the right tools and training, employees can break down age gaps and social divides to engage in conversations and learn together. A solid leadership mindset with clear guidance will improve the digital intelligence of the workforce and encourage collaboration.

Digital Transformation and the Role of the Customer

It helps you generate innovative ideas and equips you with the practices, technologies, and expertise to turn those ideas into business value. Blockchain is a distributed, permanent and immutable ledger or record of electronic transactions. Blockchain provides total transaction transparency to those who require it and is inaccessible to those that don’t. Organizations are using blockchain as a foundation for super-resilient supply chain and cross-border financial servicestransformations. Adding AI and automation serve customers better and do higher-value work. They create intelligent workflows that simplify operating models, increase productivity and enable employees to make better decisions faster.

Defining a CDP for your organization – understanding the boundaries of functionality

In the IDC Worldwide Semiannual Digital Transformation Guide, experts highlighted that the worldwide spending on technologies and services that enable digital transformation would reach $1.97 trillion in 2022. The history of digital transformation has its roots back in the 1940s. However, individuals would have better understood DT in the 1990s and 2000s with the rise of digital products, services, and mediums. Gaining customer insights has far-reaching value across your organization. If your company is hesitant about adopting new technology and making the necessary operational shifts that come with it, it may help to know that there is proven ROI in it for you.

Otherwise, digital transformation is unlikely to alter a company’s performance and success in the marketplace. Many digital transformations thus far have not focused on customer-oriented applications, at least not in a way that customers would notice. One study across four industries, for example, found that $4.7 trillion of spending on digital transformation yielded only 19% of customers reporting significant improvement in the experiences they encountered with companies. Another study of digital transformation in global banking found that the most aggressive digital banks focused primarily on cost-cutting. This did improve profitability, but it’s unlikely to make customers more loyal or satisfied.

Advanced Chat and Cobrowse for ESCI (PDF) | Call Center Software

That’s why many companies now use customer data to provide personalized experiences. Managing the customer experience (in the true sense of designing customer interactions to meet/exceed customer expectations) and optimizing it leads to clear and tangible results for the business. Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you?

  • Digital solutions have changed customer expectations about multi-channel availability and response time.
  • If every department is acting on its own there will be conflicts in the process.
  • From there, choose a challenge that fits your desired investment and payoff opportunity.
  • While this may seem like an obvious way to conduct business, disparate technologies can lead to gaps in customer data that create cross-channel challenges and disrupt the customer experience.

These computerized systems are always available and are less biased and faster. These systems, therefore, enhance the customer’s overall digital experience. It increases efficiency and costs but can make employees and customers understand if done correctly. 91% of digital customers are highly likely to return to brands that provide recommendations and offers relevant to the customers. Customers share their concern or feedback about a product with the customer service believing that their feedback will reach the product teams. As businesses formulate their own digital transformation strategies, there is much to be learned from your IT leadership peers.

/ How Customer Expectations are Driving Digital Transformation

Effective transformations must also optimize and account for governance, legislation, data privacy and more. Whether digital or not, the goal is to implement the right strategy, technology and infrastructure to get more from data, add value to it, and use it better. Enable and unlock intelligence across an organization to highlight how and where you can take time and cost out of the process, with the intent of reducing waste and lowering the cost of doing business. Data Clean Rooms⁠ Turn data into an asset by safely sharing it with partners to power new marketing and revenue opportunities. Data Enrichment⁠ Build relevant experiences based on the needs, wants and preferences of customers.

Digital transformation should begin with a problem statement, a clear opportunity, or an aspirational goal, Jay Ferro, chief information & technology officer of Clario, recently explained. “The “why” of your organization’s digital transformation might be around improving customer experience, reducing friction, increasing productivity, or elevating profitability, for example,” Ferro notes. “Or, if it’s an aspirational statement, it might revolve around becoming the absolute best to do business with, utilizing enabling what digital transformation means for business digital technologies that were unavailable years ago.” The road to successful digital transformation requires focus and a mindset that views change as an opportunity to engage customers in new ways. Lack of focus leads to “random acts of digital” that don’t provide performance improvements or benefits to customers. We’d argue that a much better alternative to tackling an expansive organizational transformation with digital is to focus on the transformation of customer experience, relationships, and processes.

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Employers adopted or expanded technologies that let employees work from home. Consolidating information at the bottom layer is how most people think about CDP functionality – data integration and normalization. The next “signal” layer interprets information from various systems as the customer’s digital body language and makes sense of it for the orchestration layer . Note that the orchestration layer- where systems respond with offers, content, product recommendations or other interactions – feeds these interactions back to the signal layer of the CDP. For example, many online retailers, like Sephora, now allow customers to access details on all of their past purchases on the company’s website.

Digital Transformation and the Role of the Customer

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