Role Of Customer Experience In Implementing Digital Transformation
Ever-changing expectations of tech-savvy customers compel companies to change their business models. Digital transformation solutions can assist companies to achieve this goal and enable them to adapt to market trends swiftly. Simply put, it is the customer experience that drives digital transformation in the corporate world. Let’s dig deep into this topic.
As per the research from IDC, two-thirds of the Global 2000 companies' CEOs are going to shift their focus from traditional business strategies to digital strategies to improve the customer experience. The customer-first policy remains at the center stage for embracing digital transformation in companies, and we will see the radical changes in businesses over the period as the net global spending on digital transformation is expected to cross $2 trillion by 2022.
Some of the top companies that have integrated digital transformation solutions effectively are Target, Honeywell, Nike, and Best Buy. All these companies have adapted to digital transformation to meet the needs of digitally conscious customers. Be it mobile devices or in-store experiences, digital transformation enables customers to get what they want. An MIT study has revealed that digitally mature firms are 26% more profitable than their competitors.
Robust digital transformation solutions offer companies an opportunity to understand the modern-day customers, interact with them, and meet their expectations with excellent experience across multiple channels. Here are the five steps to implement digital transformation in your business successfully while enhancing customer experience.
Five Effective Ways to Implement Digital Transformation for Improving Customer Experience
Make effective strategy
In this fast-paced business scenario, rapidly changing technologies bring opportunities and challenges for entrepreneurs at once. Even established companies get disrupted every year by evolving technologies. In such a situation, companies have to make a long-term plan to adapt, compete, and survive.
It is necessary to find the answers to three important questions while making a digital transformation strategy for any company.
What is the current status of the company?
Where does the company want to reach tomorrow?
How does the company reach there?
In other words, companies need to make a proper plan along with the outline of technologies they want to include in the system and provisions to remain safe against digital disruption. Therefore, it is necessary for your company to understand core processes that can be digitized to grab new opportunities and address challenges.
2. Focus on Customer Journey
As customer expectations drive the way companies to deliver experiences, it is always beneficial to keep the focus on the customer’s journey while integrating digital transformation into the system. It is fair to mention that every experience with a customer impacts the overall perception of a brand, and therefore, companies need to take an approach that strengthens relationships with customers. When it comes to improving the customer’s overall experience, it is better to invest time and resources into technological advancements that aim to enhance relationships. This objective remains achievable with the focus on the customer journey.
3. Bring Cultural Change
Digital transformation is not only about making infrastructure and systems advanced but also bringing change in the work culture. The right technology is necessary to leverage the benefits of digital transformation, but what if your work environment is not agile and flexible enough to adopt digital transformation solutions? From stakeholders to employees, all people should be ready for digital transformation.
While making them ready for digitization, you can establish a cloud-based infrastructure. It can make your company capable of testing new projects in a cost-effective way for addressing the customer’s demands more rapidly. Technologies like big data analytics, mobility, and AI can assist you to provide a better and personalized customer experience.
4. Offer Multi-channel Experience
Tech-savvy customers expect responses to their queries, complaints, or suggestions within an hour. What’s more, they want the same short response time on weekends as well. Therefore, companies need to remain accessible on a 24/7 basis for customers. Thankfully, advancing technology makes it possible. With AI-powered chatbots, companies can provide a human-like experience to their customers anytime and on all devices. As customers browse the store and shop online while sharing feedback on social media and asking for support on mobile apps, companies need to remain ready to offer them a multi-channel experience.
5. Improve Customer Services and Experience
In this social media-driven age, buyers or customers want companies to treat them as unique individuals with a personalized experience. It is beneficial for organizations to serve customers as per their personal preferences and dislikes. An Accenture survey has revealed that 75% of customers prefer to buy from a company that recognizes them by their names and knows their purchase history. Thankfully, data analytics makes this possible effect.
With a robust CRM (Customer Relationship Management) system in place, the company can analyze the customer’s data and purchase patterns to know their preferences. Digital transformation Solutions offer the advantage of the combination of AI and Big data to serve customers according to their likes and dislikes.
In today’s connected society, companies need to focus on the customer’s journey and their preferences. Digital transformation solutions can assist companies in providing improved services and enhanced customer experiences.