27 Sep What are the Benefits of Digital Transformation?

It’s not enough to simply implement a new technology and hope for the best. Brands need to get to grips with data, tools, silos and understand how, where and why to adopt a digital transformation. Before planning what digital transformation looks like for your brand, it’s important to consider your goals and understand why a transformation strategy is the right approach. Of course, as every organization will have different goals, priorities and ambitions, no two processes will be the same – as each organization will have different starting points and technologies in place for a digital transformation. For that reason, a digital data transformation is not limited to traditionally offline brands. Advanced Predictive Analytics⁠ Leverage the latest predictive analytics, custom modeling, machine learning and segmentation techniques by engaging skilled data scientists to support all of your customer journey analytics needs.

Digital Transformation and the Role of the Customer

Keeping in mind all these three factors, you will be able to build a top-notch digital transformation strategy for your business. As we have already discussed, buyers want to be treated as individuals, so businesses need to find out their preferences, know their purchase history, and act according to this data. A personalized approach can do wonders if applied correctly, and multiple digital tools can help you.

Customer resources

There are too many legacy systems, too much technical debt, and too many functional and business unit data silos to overcome. For many companies, the driver for digital transformation is cost-related. Moving data to a public, private, or hybrid cloud environment lowers operational costs. It frees up hardware and software costs while freeing up team members to work on other projects. By taking advantage of workflow automation and advanced processing, such as artificial intelligence and machine learning , companies can connect the dots on the customer journey in a way that wasn’t possible before. The concept of digital transformation is a process that involves reinventing systems, cultivating a digital mindset, and exploiting new opportunities using digital technologies and processes.

That gives you less than 12 months to digitally transform your organization before you start to lose business. What’s interesting about this is that it’s not the companies that are driving this change. The data collected by an organization is one of its most valuable assets. Immediately take control of your data and enhance your existing security. A single point increase in CX scores can results in millions of dollars in annual growth. Security that follows the data, everywhere it moves — even outside your organization.

Digital transformation

Investing in technology that enhances business relationships can create new opportunities to create stronger bonds with customers. Providing a better and unmatchable customer experience is what distinguishes successful organizations from unsuccessful ones. Digital transformation helps in increasing speed and agility in the insights generated.

Customer success aims to understand how a customer engages with a particular product or service and find a way to optimize this process. Optimization means finding different approaches to customer success and understanding both delightful and frustrating sides of customer interaction with a product or service. It’s also no secret that many businesses and organizations have already successfully implemented digital transformation into their operations. Now we’re firmly entrenched in the digital age, and businesses of all sorts are creating clever, effective, and disruptive ways of leveraging technology.

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What do your customers and employees need most, and how can digital processes help? The digital transformation of customer service also extends to contact center operations, where artificial intelligence is automating tasks, improving accuracy, and providing leaders with insightful and timely information. For example, some centers are using AI-assisted forecasting software, which uses logic to pick the best algorithms for their specific, often complex situations. AI and NLP are also transforming quality and compliance functions, by enabling softwareto review 100% of contacts and flag the ones that need further review.

Customer experience strives to develop positive relationships with customers, and customer success helps customers use a product or service to its fullest. For your sales team, it means forgetting about cold calling and replacing it with social selling. You are sharing content, responding to comments, answering questions till the very moment when a prospect is ready to buy. This way, you don’t need to wait until a potential lead reaches you; instead, you have to build a relationship with them.

Analyze Your Team’s Capabilities

So how can a digital transformation work in practice for a specific industry? Across industries and verticals, common drivers behind a digital https://globalcloudteam.com/ transformation are to improve. As we’ve outlined, there are substantial, organization-wide benefits to implementing a digital transformation.

  • From a customer service and contact center perspective, there are several challenges.
  • It’s about being proactive in the way you help your customers, who use a wide range of channels to seek out support.
  • HBR survey, 40% of respondents say customer experience is their top priority for digital transformation.
  • Here’s how it has emerged through the Visit our knowledge hub, and the role it plays in customer expectations today.
  • Most brands today – across verticals – are aware of the need to align their on and offline data, and to digitize the data environment they have – to make use of real-time capabilities, solve fragmentation and more.

Technology has empowered customers to get what they want, whenever they want, and how they want it. Today’s buyers want organizations to treat them as a unique individual, what digital transformation means for business and know their personal preferences and purchase history. Back in 2009, Uber transformed the taxi industry by allowing people to hail a ride through a mobile app.

What role does culture play in digital transformation?

Just because you have potentially transformative tech in the business, doesn’t mean it will automatically deliver results! To unlock results and remove platform fragmentation, you need a holistic transformation view to identify where the right tech is needed, fed with the right unified unsiloed data and dovetailed with a clear data strategy. Implemented in conjunction with a data strategy, a unified data layer is an open, trusted data framework that creates an omnichannel view of customers and connects MarTech and adtech ecosystems. Sometimes the greatest challenge with transformation is simply having the understanding and expertise to know where and how to act.

Digital Transformation and the Role of the Customer