Digital Transformation Consulting and Solutions

Definition of digital transformation

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?

Meeting customers wherever they are

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.

How to get started

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:

  • What are my customers’ biggest pain points? Do I know what they are or can I engage with a third party to find out?
  • How does the market currently rate and review the experiences that customers have with my business? 
  • Do users find my company’s mobile app easy to use? 
  • Can customers chat with someone on my website when they need help? Will a new digital solution enhance communication?
  • Are our channels optimized for digital payment? Should they be?
  • Have I created a personalized experience for each customer?
  • Why do I want to implement this new digital tool? Will it positively impact my users?

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.

customer pain points


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.


Preparing for challenges

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.


  • Who from your organization needs to be involved in the project?
  • Establish ground rules. In the beginning, it’s important for the group to agree that there are no bad ideas – and the group should feel comfortable contributing.
  • What will your communications plan look like for employees? How will you keep everyone updated as you progress?


  • How often are you communicating to your team? Be consistent so that your employees know what to expect.
  • How will you phase your project? Have a clear go-to-market plan for your digital solution and ensure that customers know when something is in beta.
  • Expect and prepare for issues. All technology has flaws, and if you have a plan for when those issues arise, you’ll be much more prepared. Similarly, some ideas fail – and that’s ok, too. 


  • How will you share your new digital solutions with the world? Have a go-to-market strategy prepared before you launch.
  • What analytics and measurements matter? What benchmark goals are you setting to determine success? 
  • How will you address metrics if they’re not what you hoped? Have a backup plan and be open to shifting your plan if needed.

What is digital transformation consulting?

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. 

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Wondering if it's time to embark on your own digital business transformation? We can help you understand if the timing is right and develop a roadmap that drives your business goals.