Tag Archives: digital transformation customer experience

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.