Digital transformation is a strategic approach to leveraging technology to transform from a traditionally analog business model to a digital, omnichannel model.
Depending on the digital maturity of your business, the type of digital transformation strategy that you implement may vary, but the idea is that you are leveraging technology to create new solutions that solve customer challenges while meeting your business goals.
For example, for some enterprise businesses, digital transformation is all about moving to the cloud. For others, it’s about adding or optimizing your digital channels – such as a new mobile app or voice skill. And then there are other programs that consider these channels and work to enhance them, such as the Internet of Things (IoT) or artificial intelligence (AI) and machine learning (ML), augmented reality or big data.
At the heart of all of these ideas is the customer or end user. Every new idea, innovation model, and digital technology solution is created to solve a customer’s problem, enhance the user experience, and create successful business transactions. So how do you ensure that whatever changes you make to your digital transformation will be meaningful for your users?
Effective digital transformation solutions start with evaluating your customer experience strategy. Your services and solutions need to be available to your customer, regardless of where they are.
For many companies looking to evolve their digital offerings, this means enhancing touchpoints so that customers can easily and quickly engage.
The digital transformation journey can take shape in a number of different ways. You may suspect one aspect of your business is ready for a digital shift, or perhaps your organization realizes it’s time for a big change but you don’t know how to begin. If you’re not sure where to start, put yourself in your customers’ shoes and think about how your efforts can create a more successful digital experience for them. Start by asking yourself:
Digital leaders know the answers to these questions and can pivot their strategy when customers’ needs change. As new customer pain points arise, digital-forward companies can quickly and seamlessly go back to their digital innovation strategy and adjust as necessary.
Do you know the key areas that you should focus on to improve user experience within your mobile app? Our proprietary Friction Report analysis has helped many major brands discover how thousands of users are rating and reviewing mobile experiences in their industry. Understanding how your customers are rating and reviewing your app can open opportunities for better customer experiences.
Change management is a huge part of digital transformation. When undergoing an organizational change that will alter the way that your company provides its products and services to customers, your employees will also need training and support.
Consider the following challenges before, during, and after your digital transformation.
Digital transformation is not something that can be done overnight. A skilled partner can help ensure a successful launch and experience for your customers. If you’re reevaluating your digital transformation strategy, consider engaging with a digital transformation consulting firm that has the experience and expertise to help you be successful. With concentration in retail, banking, insurance, and healthcare industries, together with our clients we have enabled better customer experiences by innovating meaningful digital solutions that get to the heart of what customers desire.