Digital transformation is causing businesses to progress. And customers are the reason behind this transformation. Customers seek content based on their everyday activities and in the format best fit for their devices. So, their journey determines every business’s strategy.
Moreover, businesses have to welcome technologies to deliver an enhanced customer experience. Already, many organizations are putting the customer first while designing business strategies. According to research, 35% of business executives claim digital transformation is better than changing customer expectations. 40% of customers say that they have experienced improved operational efficiency. Also, 38% of the executives plan to invest in technology to experience a competitive advantage.
Digital spending is also increasing. In 2018, the net amount spent on digital transformation was about $1 trillion, which is expected to reach $2 million in 2022. 70% of the organizations have already defined a digital transformation strategy or executing it. However, digital adoption is far from completion. According to the State of Digital Business Report, Progress states that 47% of the organizations have not yet started the digital transformation.
Interestingly, about half of the organizations have stated that customer satisfaction and customer experience are the fundamental driving forces to make effective decisions. Integrating digital technology into various business sectors to revolutionize the basic operations and enhance customer experience is called digital transformation. Organizations implementing digital transformation have generated highly engaging customers, who are more likely to do the following :
- Try products and services of their preferred brand
- Refer the brand to family and friends
- Purchase from their preferred brand over the competitors
Apart from this, organizations experience increased revenue and better growth opportunities.
Ways to experience digital transformation
1. Define your strategy:
The rapidly evolving technologies and innovations have led businesses to experience fast growth. In 2009, Uber transformed the taxi industry through rides using the mobile app. AmazonGo allowed users to experience shopping with cashier-less, self-service check-out stations. Also, recently, Google and Elon Musk have been competing to release self-driving cars.
Organizations have to develop a long-term strategy to adapt, compete and live in the digital space. Here are three fundamental questions before proceeding further:
- Where are you in the present?
- Where do you wish to be in the future?
- What things to execute to accomplish the requirements.
2. Customer journey imagination
Business operations are generating new requirements to satisfy customers. According to the HBR survey, 40% of respondents express that customer experience is the first place for digital transformation, and 72% of respondents have said that shifting to digitalization creates an opportunity to establish better customer relationships.
If you aim to enhance customer experience, spend your time and resources on technologies to improve business relationships.
3. Design an agile and flexible environment
The right technology to activate digital strategies is the fundamental need in today’s business world. Organizations have recognized the importance of implementing agile systems. 86% of businesses believe cloud computing is crucial to digital transformation. Cloud computing enables companies to be quick, elegant, and dynamic to meet customer demands quickly.
Thus, big data analytics, SaaS applications, web and mobile apps will record the overall details of the customers. This helps organizations know when, how, and why customers perform business operations so that you can enhance their experience.
Buyers wish organizations to serve them individually by understanding their preferences and interests. Customers are happy if organizations use their data to enhance their experience. According to Accenture, 75% of the customers accept they are more likely to make sales from any company if they are addressed with the following things:
- Recognized by name
- Know the purchase history
- Make recommendations based on past preferences
Technology has enabled customers to acquire what they wish through multiple channels. Customers expect responses within an hour after generating a query, irrespective of the weekends or weekdays. Thus, organizations have implemented a 24×7 approach for serving customers.
Customers are not restricted to a single channel. They shop online, use mobile apps for feedback, use social media networks to ask questions, etc. Organizations offering immediate responses to the customers will win in the long run.
Businesses are enthusiastic about implementing digital strategy in the current fast-paced world. Organizations have the opportunity to serve modern buyers and satisfy the customers.
Implementing a cloud strategy instead of opting for on-site solutions enables to satisfy customers quickly and helps to be agile. Personalized experiences are what users expect. Leverage the idea with ONPASSIVE’s AI CRM tool O-Desk.
Finally, a seamless experience is what customer expects irrespective of the channels. Think about how you unify all your digital media to provide a user-friendly customer experience.