Digital transformation is for real. Businesses aligned to the tunes of this booming revolution are without a doubt reaping more benefits than those still planning an adoption roadmap. DT is not a passing fad, it is already disrupting existing business models across a wide range of industries looking to implement technology solutions for competitive advantage largely because of the demanding customer expectations.
However, simply moving your business to an online platform is just the tip of the iceberg. In fact, digital transformation is the journey of integrating digital technology into all areas of a business in line with your business objectives. Customer experience, client interaction, customer support and how you deliver an experience forms the core of this transformation.
Every digital transformation journey varies depending on the nature of the business. Different emerging businesses today require a customer-centric digital transformation approach. In this pursuit, businesses experience several challenges such as:
- Uniformity and resistance to change
- Unclear digital strategy
- Limited in-house technical skills
- Uncertainty in integrating mobile channels with an overall digital offering
- Limited spend capacity for digital sales channels
- Inability to provide consistent experience on different digital platforms
- Failure to comprehend customer expectations
- Lack of management confidence in the digital strategy
In addition to these challenges, brand offerings need to be dynamically revised to captivate customers with constant and swift modifications to keep pace with changing customer needs. That’s where digital transformation can influence customer experience…
Nowadays, customers are looking for brands that serve them content at their fingertips – anywhere anytime and on the devices of their choice. Brands enabling exclusive shopping experience implementing digital transformation strategy to entice their customers are likely to win the battle.
Leading companies like Amazon, Uber, Walmart are already reinventing customer experiences and their product line-up with a strong focus on digitization.
In the following video, Bruce Weinelt from World Economic Forum, explains how digitalization is revolutionizing customer expectations –
Thriving businesses sell experiences. They attempt to provide all products or services on a single platform or application so that their users can have an excellent time.
For instance, Amazon ensures their customer enjoys the best shopping experience. They keep improving their customer experience day-by-day by providing all products and services through a single platform combined with emerging technology (i.e. AI-Driven Product Recommendations).
On the other hand, for businesses still running on legacy systems, trying to reach this benchmark would mean, they would need to embark on the digital transformation journey for superior customer experience.
Activities businesses can undertake to improve their customers’ experience:
Such efforts to become a customer-centric digitally empowered business should not be treated as an option. And for many businesses, their scalability to embrace digitization has become a matter of survival and for them, the right time to act is ‘Now’.
Following are few digital solutions that businesses can opt to enhance the customer experience journey:
- Content Management System – CMS
- Customer Relationship Management – CRM
- Engaging mobile application
- Recommendation Engine
- Data Analytics
- eCommerce Store
- Digital Marketing
In return, businesses can reap the following benefits:
- Improved sales growth
- Increased customer retention and loyalty
- Reduced cost of service operations
- Streamlined collaboration between marketing, sales and digital operations
- Simplified technology landscape with real-time integration
Many companies are leveraging Cygnet Infotech’s disruptive mobile apps, cloud platforms, CMS, CRMs, and RPA solutions to derive business value. Our proven technology expertise and domain acumen enables us to deliver end-to-end business solutions.