GETTING
STARTED
WITH DIGITAL TRANSFORMATION
​1. Define your strategy first before executing digital transformation
Companies need long-term strategies to adapt, compete, and survive in this new digital landscape. A digital transformation strategy starts by asking three fundamental questions:
-
Where are you today?​
-
Where do you want to be tomorrow?
-
What are you going to do to get there?
Companies need a plan that outlines which technologies need to be adopted and protection from digital disruption.
​2. Reimagine the customer journey
With customers gaining control over how companies deliver experiences, it's time to build new experiences that meet their demands. As detailed in the HBR survey, 40% of respondents said that customer experience was their top priority for digital transformation. Taking an approach that focuses on relationships with a customer is a wise move.
The HBR survey also highlighted that 72% of respondents said that they were excited about a shift to digital as it creates opportunities to develop better customer relationships. Invest your time and resources into technology that enhances business relationships.
​3. Create an agile, flexible IT environment​
Organisations recognise the need for implementing agile systems, and 86% of businesses believe that cloud technology is critical to digital transformation.
The cloud enables companies to be fast, dynamic and flexible, giving your organisation the ability to test new projects that are cost-effective and low-risk, Allowing you to use technology to meet customer demands quicker.
​By easily connecting SaaS applications such as customer databases, you can digitally record all touch-points to create a 360-degree view of your customer. Using this data can provide better, more improved customer experience.
​4. Personalise the customer experience
According to Accenture, 75% of customers admit being more likely to buy from a company that:
-
Recognises them by their name​
-
Knows their purchase history
-
Recommends products based on their past purchases
The good news is that customers are happy for organisations to use their data to improve their experience​. To take advantage of this opportunity, you need to invest in CRM. With a CRM system, you can analyse and study customer-related data based on the customer's previous interactions with your company
​5. A seamless multi-channel experience​
Technology has empowered customers to get what they want, whenever and how they want it. More than half of all consumers now expect a customer service response within one hour. This need for instant clarification has forced organisations to remain accessible and on-demand, 24 hours a day, seven days a week.
Today's consumers do not tie themselves to a single channel. They browse in-store, shop online, share feedback through mobile Apps and ask questions for your support team on social media networks. Tying all these interactions together allows you to create a single digital profile every time a customer interacts with your business