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Digital Transformation

“Customer Experience & Digital Transformation”

Digital Transformation

Companies today are being forced to change the way that they go about their business. This is largely due to digital transformation. What is so interesting about digital transformation is the fact that it is driven by the customers. Today, customers expect relevant content in relation to what they are doing, no matter where they are and no matter what time it is. They also expect this content to be provided to them in a format that is suitable for the device they are using. It is the customer’s journey that dictates your business strategy today. With that being said, in this blog post, we are going to take a look at digital transformation in further detail.

Companies today are being forced to change the way that they go about their business. This evolution is primarily due to customers forcing organisations to adopt digital transformation agendas. What is so interesting about digital transformation is the fact that the customers drive it. Today, customers expect relevant content in relation to what they are doing, no matter where they are and no matter what time it is. They also expect this content to be provided to them in a format that is suitable for the device they are using. It is the customer’s journey that dictates your business strategy today. With that being said, in this blog post, I am going to take a look at digital transformation in further detail.

What is digital transformation?


There is only one place to begin, and this is by assessing what digital transformation is. This is the integration of all forms of digital technology into all areas of your company. Therefore, it is an extensive area of discussion, yet a very critical one. It has caused considerable changes in regards to the value you deliver to your customers and, indeed, the way you operate as a business. In simple terms, it is all about using tech to change the way you interact with your customers. It is not a small tweak here and there; it’s about changing your entire culture, and if you don’t do this, you’re only going to get left behind.

Some compelling statistics about digital transformation and customer experience
By changing your customer experience and transforming your business digital, you benefit from highly-engaged customers. Why is this important? Well, I will let the stats do the talking.

  • An MIT study found that businesses that have embraced digital transformation are now 26 per cent more profitable
  • A Rosetta Consulting Study found that highly engaged customers spend 60 per cent more per purchase and buy 90 per cent more frequently
  • The same study also found that highly engaged customers are four times more likely to refer your brand
  • It also concluded that these customers are six times more likely to try a new service or product from your brand
  • Consumer habits have changed
  • Consumer habits have changed because of digital technology. Customers get much more of what they want, thanks to automation, machine learning, apps, mobile devices, and the like. These devices have also led to a shift in terms of what customers expect. There is a new type of modern buyer. This buyer is aware of the power technology gives him/her, app-native, and continuously connected.

How do you approach digital transformation at your business?
Now that you are aware of the importance of digital transformation in terms of providing an exceptional customer experience, you need to look at how you can approach this at your business. So, here are some essential steps:

A flexible and agile IT environment – In today’s business world, having the right technology is a necessity. Cloud adoption is a top priority. The cloud gives your business the platform to be flexible, dynamic, and fast. You will be able to test new projects efficiently so you can determine what is low-risk and cost-effective. This will ensure you adopt technology that can meet your customers’ demands optimally.

Furthermore, through connecting customer databases, and other SaaS applications, such as web and mobile apps, and Big Data Analytics, you will be able to record all touch-points digitally, which will give you a 360-degree-view of your consumers. This will make your business more and more powerful, as you will learn how, when, and why your consumers do business with you. This will ensure you can continually improve the customer experience you provide.

Personalised customer experiences – Today, buyers do not want to be treated the same as everyone else. They want an experience that is tailored to them. They want customer service agents to know who they are. They want websites to show them the products they are going to be interested in. they want to receive emails that are relevant to them. They want offers that are going to give them the most value. This is why you need to treat them as a unique individual. You need to know their purchase history and personal preferences.

According to Accenture, every 3 in 4 customers are going to be more likely to buy if your business recommends products based on the past purchases they have made, knows their purchase history, and knows their name. Customers are happy for you to use their data if it means you are going to be using it in order to provide them with better customer experience.

Investing in a quality CRM here is undoubtedly going to be worthwhile. If you do not have this, you won’t be able to treat all consumers as individuals. A CRM system gives you the ability to assess and study all data relating to your customers by looking at all of the prior interactions they have had with your business. You will be able to get a good understanding of all of your consumers through evaluating support enquiries, product quotes, and general requests. This data can then be used so that all messages and interactions with each customer is highly targeted, providing them with the best possible experience.

A seamless multi-channel experience – The final piece of the puzzle is a seamless, multi-channel experience. Technology today has put power in the hands of the consumer. Everything is happening in real-time. Customers do not expect to wait three working days for a response. They want it now. A single channel is a thing of the past. From mobile apps to online stores, a multi-channel that is tied together is the only way forward.

So there you have it: everything you need to know about customer experience and digital transformation today. There is no denying that this is a critical area for all businesses today. If you do not address digital transformation, and you do not do so from the very core of your company, you are only going to get left behind.

What is digital transformation?

There is only one place to begin, and this is by assessing what digital transformation is. This is the integration of all forms of digital technology into all areas of your company. Therefore, it is a very broad area of discussion, yet a very critical one. It has caused huge changes in regards to the value you deliver to your customers and, indeed, the way you operate as a business. In simple terms, it is all about using tech to change the way you interact with your customers. It is not a small tweak here and there; it’s about changing your entire culture, and if you don’t do this, you’re only going to get left behind.

Some compelling statistics about digital transformation and customer experience

By changing your customer experience and transforming your business digital, you benefit from highly-engaged customers. Why is this important? Well, we will let the stats do the talking…

  • An MIT study found that businesses that have embraced digital transformation are now 26 per cent more profitable
  • A Rosetta Consulting Study found that highly engaged customers spend 60 per cent more per purchase and buy 90 per cent more frequently
  • The same study also found that highly engaged customers are four times more likely to refer your brand
  • It also concluded that these customers are six times more likely to try a new service or product from your brand

Consumer habits have changed

Consumer habits have changed because of digital technology. Customers get much more of what they want thanks to automation, machine learning, apps, mobile devices, and such like. These devices have also led to a shift in terms of what customers expect. There is a new type of modern buyer. This buyer is aware of the power technology gives him/her, app-native, and constantly connected.

How do you approach digital transformation at your business?

Now that you are aware of the importance of digital transformation in terms of providing an exceptional customer experience, you need to look at how you can approach this at your business. So, here are some steps that are essential:

A flexible and agile IT environment – In today’s business world, having the right technology is a necessity. Cloud adoption is a top priority. The cloud gives your business the platform to be flexible, dynamic, and fast. You will be able to test new projects in an efficient manner so you can determine what is low-risk and cost-effective. This will ensure you adopt technology that can meet your customers’ demands optimally.

Furthermore, through connecting customer databases, and other SaaS applications, such as web and mobile apps, and Big Data Analytics, you will be able to record all touch-points digitally, which will give you a 360-degree-view of your consumers. This will make your business more and more powerful, as you will learn how, when, and why your consumers do business with you. This will ensure you can continually improve the customer experience you provide.

Personalised customer experiences – Today, buyers do not want to be treated the same as everyone else. They want an experience that is tailored to them. They want customer service agents to know who they are. They want websites to show them the products they are going to be interested in. they want to receive emails that are relevant to them. They want offers that are going to give them the most value. This is why you need to treat them as a unique individual. You need to know their purchase history and their personal preferences.

According to Accenture, every 3 in 4 customers are going to be more likely to buy if your business recommends products based on the past purchases they have made, knows their purchase history, and knows their name. Customers are happy for you to use their data if it means you are going to be using it in order to provide them with a better customer experience.

Investing in a quality CRM here is certainly going to be worthwhile. If you do not have this, you won’t be able to treat all consumers as individuals. A CRM system gives you the ability to assess and study all data relating to your customers by looking at all of the prior interactions they have had with your business. You will be able to get a good understanding of all of your consumers through evaluating support enquiries, product quotes, and general requests. This data can then be used so that all messages and interactions with each customer is highly targeted, providing them with the best possible experience.

A seamless multi-channel experience – The final piece of the puzzle is a seamless, multi-channel experience. Technology today has put power in the hands of the consumer. Everything is happening in real-time. Customers do not expect to wait three working days for a response. They want it now. A single channel is a thing of the past. From mobile apps to online stores, a multi-channel that is tied together is the only way forward.

So there you have it: everything you need to know about customer experience and digital transformation today. There is no denying that this is a critical area for all businesses today. If you do not address digital transformation, and you do not do so from the very core of your company, you are only going to get left behind.

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