Digital Transformation Drivers

Digital Transformation Drivers

Digital transformation efforts, when done well, will drive better business outcomes both near and long term. By streamlining myriad business operations and enhancing customer experience, digital transformation will help companies drive new revenue streams, enhance current ones, and outpace competitors in innovation.

Depending on execution, digital transformation can be an incredibly time-consuming and resource-intensive process but if the team gets behind it and leadership is seeking to increase long term revenue, growth and profitability it is well worth the effort.

Customer experiences are now more important than ever as today’s consumers expect faster response times, more personalized offerings, and greater accessibility to products and services. It is no secret that customer service is lousy in 2019. Across the board. Producing high-quality products and services is no longer enough without a seamless experience that will impress users or lose customer loyalties. Today, digital transformation is the cornerstone to customer service. AI offers diverse capabilities to automate and enhance customer service interactions while increasing accessibility to products and service suites. Personalized experiences through predictive analytics will come to define the customer experience.  Technology is radically transforming consumer behaviors and if companies do not change loyalties and brands will dissipate while others introduce new business models to capture the loyalties of new and existing customers. Strengthening digital capabilities will impact long-term productivity and customer experiences. Organizations must constantly push themselves to become faster, relevant and stronger or their competition will.

One key point to keep in mind is the continuing erosion of customer service in the age of communications technology. Companies have continued to deal with customers from afar and this has depersonalized their relationships. Social media gives impressions that can demean the brand. Spending four hours on the phone trying to get a solution to whatever opens a customer to additional avenues to shop around and this diminished loyalty to a brand. Digital transformation technologies will greatly enhance the customer dynamic for those that get it.

Digital transformation is the integration of digital technology into all areas of a business, fundamentally changing how an entity operate and delivers value to customers. It's also a cultural change that requires organizations to continually challenge the status quo, experiment, and get comfortable with new paradigms.

Insights. Customer Experience. Employee Experience. Strategic management. Competitive strategy. Create digital strategies that define a client’s capacity for transformation to accelerate and enhance value creation. Digital transformation links everyone in the global network. With the help of digital technologies, business models, processes, and products can be refined or even completely reinvented.

Companies must now be continuously reinventing their business with technology as the focal point.  Or they can watch from the sidelines while their market is disrupted by organizations adroit at digital transformation. Deliver easy, effective and emotional customer experiences. Focus operations on things customers value. Innovate at the intersection of experiences and operations.