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​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

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​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

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​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

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