Tag Archives: digital transformation customer experience

Customer Experience And Digital Transformation

In this article, we will discuss what are the customer experience and digital transformation in the company. Read on to learn more.

Customer Experience

Customer experience is the feeling that the clients have with your business. It includes what they feel, see, hear or sense. So, it means how much they are with your company and how true they are to you. 

There are many clients who always buy from one particular brand. Also, it would never change their name option even if the other brand is more useful for them. 

Why? It is because they feel happy with that unique brand and they have good feedback about it. Also, it makes them get that exact brand again and again.

Some businesses take care of their clients and give them a good experience. So, the buyers will come again to order from that company. 

But some firms have no business with their clients. Also, they don’t care about their clients at all.

Firms need to tap into digital transformation. Why? Because they need to develop their customer experience and they also need to keep up with the evolving technology.

Digital Transformation

Digital transformation is the process of gaining a new business model, create new income rivers, and grow from product-centric. It is a customer-centric company.

Digital transformation is a range rather than a goal. It needs a multi-track record that should include different plans.

Digital transformation is not only about using technology or improving customer experience. Also, it is about growing as an order.

The digital transformation will help you to be more fruitful and efficient. New companies need to spend on technology. 

By this, they can live playing in the business. If you want to remain competitive, then you need to put up with the newest technology.

If you want to remain competitive, then you need to keep up with the latest technology. Most of the customers are using online mediums. 

If your company is not having a website or an online retailing plan, then your business will be at a loss. Why? 

Because your rivals will take your clients away from you. You need to have an online behavior for all your clients.

Customer Experience and Digital Transformation

Customer experience and digital transformation are two important features of a business plan for any company.

Providing a seamless customer experience across all channels is one of the most vital looks of a business plan for any company. Also, digital change can not only help to develop the customer experience. 

It is to give an excuse to make the business more active, competitive, and profitable. The way you deal with your consumers can make or break your company. 

Consumer knowledge and digital transformation are two important aspects of business strategy which should be paid care to. If you want to stay rival, then you need to use the newest technology and enhance customer contact.

Conclusion

It is important to have a digital transformation. Also, improving the customer experience for any company.

By doing these two looks, it can increase the value of your business. As a result, your company has this growth in the industry. 

Digital Transformation Offerings

What are the digital transformation offerings for the business? Also, what are the benefits of the company?

Read on to learn more.

Digital Transformation Offerings

Many companies offer digital transformation services. One common service is a focus on big data, analytics, and business data.

Another common service is business process control, mobile, and cloud solutions.

Making things easier for workers to use their own devices. Also, companies are more active in their careers. Helping clients stay on top of things and be more useful in their works.

Digital Transformation Offerings Examples

  • Example #1. Businesses are changing their trades. Why? Because they know that digital ways are changing. Today, more people than ever before are watching for new trends to manage their growth. This new way of thinking is driving firms to change the way they do sales. Many firms are not aware that this change is occurring. But some businesses are aware and have chosen to cover it. So, others have chosen to ignore it and hide after the past.
  • Example #2. Digital transformation offers businesses a way to increase profits, improve customer knowledge, boost creativity, and improve ability. It is a shift in business models to meet the needs of the customers. Also, it is a change in a business plan to give buyers what they want. Businesses are moving ahead with digital transformation. It is because they are realizing that they have an excuse to grow their competitive position. 
  • Example #3. Digital transformation is making a new way for businesses to succeed. It is building a more united world that enables people to communicate and do business with peace. Digital transformation is one of the most important trade issues for today’s work. 

Benefits

The digital change offerings can have a good to the company and team. Below are some of the advantages the business can assume when they implement digital change presents into their business.

  • Customer Experience. The business can choose to center on customer experience, which will enhance the customer’s experience.
  • Mobile. The business can choose to focus on mobile, which will improve ease of use, making it easier for employees to do their jobs and customers to do business with them.
  • Data. The business can choose to focus on big data, analytics, and business intelligence, which will give the company deeper insight into its customers. The insight comes from the data that collects and analyze in real-time and through analyzing historical data. It is to gain a better understanding of customers’ needs and wants.
  • Solutions. The business can choose to focus on cloud solutions, which can be used for easy data storage and easy access to the data.

Conclusion

Digital transformation is a change in the way companies operate and is changing the way companies do business. It is one of the most important business problems for today’s work.

Companies need to use digital transformation to have strong businesses. Also, digital transformation is a change in the business model to meet the needs of the customers. As a result, it can change business plans to give users what they want.

Top B2B Digital Transformation Trends

There are several trends that facilitate the B2B digital transformation and create new dynamics in an evolving market. Find out the best of those trends here. 

Technology

Like in any other project, the desire to execute digital transformation (DT) isn’t enough. You must acquire and successfully deploy the right technology to be successful. Moreover, management and maintenance skills are also a must. 

However, there is a skills shortage in the IT sector. As result, B2B companies began exploring external possibilities. This has put a deeper emphasis on cloud-based solutions, managed services, and automation. 

Artificial intelligence (AI) continues to be increasingly important. Yet, many organizations still view it as a conceptual technology that may be of interest for years to come. They are still waiting for viable use cases from AI implementation at other companies. Until that time comes, their IT spending will focus on other areas. 

Automation is another popular yet necessary technology in the B2B digital transformation. Many companies have already begun implementing robotic process automation (RPA) projects. RPA is popular in almost any industry due to the many benefits it brings. 

It’s crucial to start small with AI instead of viewing it as a magnificent concept. Starting small builds the confidence and momentum needed for changes. Moreover, B2B companies often achieve faster results in doing so. Concentrate on areas with existing capabilities. Furthermore, clearly define your objectives and acquire executive buy-in to yield quick wins. 

Content 

Consumers don’t recognize B2B companies as much. Content and the creation of brand narratives may strengthen your digital presence while fostering brand recognition. Moreover, it may widen your audience reach and create more brand loyalty. Furthermore, publishing great content establishes your company as a thought leader and expert in the field. 

Leverage this trend by implementing a clear content program. It must define all the necessary aspects that customers will need to make purchasing decisions. This move will result in revenue. 

Data

Data analysis is essential in B2B digital transformation and in understanding your customers better. It will enable you to make better decisions like where to make investments in people and technology. Many companies believe that the more data they have, the easier it is to extract actionable insights. 

While that may be somewhat true, going overboard on collecting data won’t bring anything good to your company. This means you need to extract value from the volumes of data you collect. Otherwise, you’ll turn into a “data-rich, intelligence poor” company. 

The objectives and the resources to implement data analytics must be clear. Furthermore, user and stakeholder requirements (e.g. people that will handle and analyze the reports) will influence the selection of software and services. 

Customer Experience/Engagement

The most important goal of DT is to make customer service better, faster, and modern. This includes finding where your customers are and giving them a personalized experience. 

Marketplaces

The number of marketplaces is rapidly growing. Thus, it is crucial to maintain the integrity of your products that are being sold by third parties. This means you need to implement continuous monitoring, oversight, and diligence.

Digital Transformation Questions To Ask First

Digital transformation (DT) is now a necessity for all businesses. These digital transformation questions to ask will set you on the right track. 

Many businesses acknowledge the need for digital transformation. However, they still struggle to achieve the desired results. Around 66 to 84% of DT initiatives fail. However, such a high failure rate isn’t surprising. Why? Because many leaders attempt to install new digital technologies without getting rid of legacy cultures and operating models. 

Keep in mind that DT isn’t just a system update – it is a top-down cultural change that affects how a business operates. As mentioned, DT is now a necessity. Yet, it comes with tons of benefits such as streamlined operations and better customer service. 

There are digital transformation questions to ask before embarking on the journey. These digital transformation questions to ask aren’t just “what talent do you need” or “how much is your budget”. The key here is to probe deeper. 

Is this a digital upgrade or a digital transformation? 

Most companies aim for digital transformation but end up with digital upgrades. These two terms are entirely different. A digital upgrade is the use of digital technologies to increase the efficiency of an existing process. For instance, upgrading internal communication systems or increasing your marketing spend. 

DT also uses digital technologies. However, it changes the way you operate and how you provide value to your customers. Identify what you are really in. If you discover that you’re on an upgrade instead of a transformation, ask yourself if that will suffice. However, business models based on digital networks create market valuations four times higher than the rest.

Are you really bought in, and is your team?

Most DT leadership teams are not really passionate about the process. They change just for the sake of changing and keeping up. However, everyone must be passionate about DT for it to succeed. 

Are you prepared to share value creation with your customers?

The latest technology-enabled business models give customers and other networks a share in value creation. For instance, Uber relies on a network of drivers; eBay relies on a network of sellers. Accessing external assets will enable you to achieve outstanding profitability. 

However, many leaders hesitate to give up a part of their control and rely on external networks. Indeed, you’ll need new, co-creative styles for this one. Yet, it allows your organization to discover and use enormous sets of capabilities and under-utilized resources. 

Do you know how to measure the value you intend to create?

It is up to you what you want to measure. Most organizations focus on physical capital by tracking inventory, productivity, and other traditional KPIs. Yet, it is also useful to track intermediate indicators such as sentiment and engagement as well as network co-creation and value sharing.

Are you ready to make the tough calls about your team?

Sometimes you’ll need a new set of people to create your vision. Many organizations decide to outsource to have their current staff dedicated to doing what they have always done. 

Hence, you must make the tough calls early on regarding your team and board. Moreover, if you need to turn over some team and board members, don’t feel bad. It’s really a good thing for the organization—creating a balance between the old and new.

How to Set the Right Digital Transformation Goals

Digital transformation (DT) offers a lot of benefits. The first and most important step is to clearly define your digital transformation goals. 

The term “digital transformation” might be relatively new. However, its meaning isn’t really new at all. For instance, the iconic video game company Nintendo started as a playing card company. Meanwhile, Amazon started as an online bookseller. Apple almost hit rock bottom in the 90s but reversed its course by making a more intuitive smartphone. 

Those are just a few examples proving that business reinvention must never stop to succeed. When done right, DT can dramatically improve how business functions and serves its customers. On the other hand, failure to adapt DT could knock your business out of the competition. 

Common Digital Transformation Goals 

Implementing all emerging digital technologies is not a smart thing to do. As mentioned, the first thing you must do before embarking on the journey is to clearly identify your digital transformation goals. 

Of course, the goals may differ from one company to another as everyone has unique goals. However, it is best to include at least one of the digital transformation goals listed below.

Optimize processes and operations

This is often the main goal of companies when undergoing DT. A Harvard study revealed that around 60% of companies have switched to cloud-based apps to further improve their operations. 

Process optimization typically includes reconfiguration of outdated procedures and ongoing cost-reduction efforts.

Gain a competitive advantage

A generation ago, it’s hard to imagine that Google and Facebook would be tech giants. Yet, they took the leap of faith and adhered to digital-first business models. Moreover, they leveraged data to bring disruption to the advertising industry. 

Indeed, digital transformation and non-stop innovation are crucial. That is in standing out from the competition. 

Increase top-line growth

Meanwhile, most small and Fortune 500 companies implement DT to increase revenue. Technology can streamline customer interactions and transform how customers acquire services. 

For instance, the COVID-19 pandemic has enabled many clinics to utilize videoconferencing apps for telemedicine services. Meanwhile, many insurance companies are now using mobile apps to submit claims. This allows clinics to “see” more patients and submit more claims. 

Improve the customer experience

Companies may use technology to improve how customers interact. Also, to implement internal tools that result in less time processing paperwork. It may also tackle other repetitive tasks. This allows employees to focus on higher-value tasks such as offering hands-on assistance.

Starting points for transformational goal-setting

There is no one-size-fits-all strategy for setting digital transformation goals. Yet, here are three possible starting points for your goals:

  • Connected technologies. Platforms like the cloud or the Internet of Things can make data more accessible and transparent. 
  • Autonomous technologies
  • Programmable technologies

Of course, you don’t have to limit your goals to these starting points. Moreover, you’ll need buy-in from these stakeholders:

  • Senior management. Their strong influence will greatly contribute to promoting DT. Moreover, they will provide the necessary funding.
  • IT department. This team integrates key technologies.
  • Finance team – to help eliminate fraud
  • Talent and human resources – to attract and retain talent
  • Marketing department – reassuring others of the need for transformation
  • Frontline employees – without this team’s endorsement, your process is bound to fail 

Digital Transformation Customer Experience: Ways to Deliver CX

How can you make the customer experience better with digital transformation? Here are three ways to deliver more value to customers during COVID-19.

Read on to learn more.

Digital Transformation Customer Experience

Many corporate executives are feeling stuck at this period of severe change. This is a normal reaction to unforeseen change. But, stopping sales and customer growth will cost money.

Companies that are going carefully yet bravely across this unexplored area. They are also learning how to provide more value to clients through COVID-19. Many who survive this crisis will become even greater than ever before.

Now is the opportunity to confirm that your customers are getting their money’s worth. They should also feel that you are giving more and that you are making strides.

Here are three methods for implementing better customer experiences throughout this era of change.

3 Ways to Deliver Customer Experience With Digital Transformation

A little added value goes a long way

Providing value requires more than just having a fantastic good or service. Customer loyalty and customer retention. It is important to show constant and steadily improving benefits, especially when budgets are tight.

This says that your UX can not relax right yet. If a problem has been reported a million times by customers, now is the chance to solve it.

On the other hand, make certain that your consumers are getting the best possible qualities of your service at the proper time.

Enhance your user experience and skills that added value maintains your consumer’s satisfaction and that their pleasure brings you further.

WalkMe, a digital adoption platform, can also help. It provides the data you need to customize the user experience. So, you can promote your most useful features to the relevant customer at the right time.

Customers are more willing to return — and renew – if you clearly show your value.

Understand your customers to drive better results 

You would know how to improve your product if you could learn where your people are satisfied. Also, find where they are frustrated.

It costs efforts to seek to acquire customer feedback. Then, you need to properly apply that advice.

There is no shortcut to creating extra value for your clients. And you must realize what is and is not happening.

DAPs can also help management to actively analyze consumer behavior. So, you can better understand consumers’ needs and issues before more big issues emerge. It both gives feedback and enhances the user experience.

Customer support means you have their backs

Everyone is cramped up at home, unable to make good use of their gadgets, apps, and digital tools. As a result, there would likely be a rise in support tickets and a drop in patience.

Verify that this is an issue that you have covered now. You can also provide clients with reactive and proactive help. Especially while they are in your app or on your site. 

The interaction gives on-demand service 24 hours a day, seven days a week for 100 customers or millions.

COVID-19 is a major obstacle for companies. But customer loyalty is dependent on your ability to develop and use digital adoption in order to thrive. Those who do will gain even after the pandemic is over.