In the beginning of 2020, we can already see the impact of digital transformation on business future. Companies who have been investing in digital technology over the past few years are reaping the benefits of DT-related improvements they’ve made to their organisations, including the enhanced use of data analytics, the introduction of smart devices and the modernisation of classic customer relations, sales and operations tools.
Regardless of the sphere you work in, the best digital transformation strategy appears to be a balanced mix of technological innovation and steadfast leadership, with companies adopting this approach decidedly getting ahead of their competitors. But in order to achieve this coveted balance, business leaders need a clear plan of action when it comes to implementing digital transformation within their organisation.
These are the three key digital transformation features which seem to have the biggest impact on businesses:
Revolutionizing customer experience is at the heart of digital transformation. Businesses around the globe are approaching customer service in the digital age from new angles, harnessing the power of data and the innovative tools at their fingertips to continuously improve the experience they provide.
Data analytics plays an important part in redefining customer service in the digital age. With the help of in-depth data insights companies can learn more about their client base than ever before and use this understanding improve their offering to better meet customer needs.
What’s more, organisations are using customer data to create a more personalised sales funnel which seamlessly integrates multiple channels, tailoring the experience of each user to the demands common amongst their segment. Or, in the case of account-based marketing, to the individual customer.
Backing up modernised customer experiences are also a range of improvements to business operations companies are implementing internally. Organisations are automating manual processes so that teams can focus on innovation and breaking down silos between departments to enable information flow.
On top of that, businesses are moving daily operations away from a set physical location and introducing digitally powered practices such as working from home, hotdesking, and online connectivity. Across the board, companies are embracing the opportunities DT has to offer and mining data insights to improve efficiency.
In addition to reshaping customer experience and operations, organisations are looking at the bigger picture and rethinking their entire business models. Using digital technology to push boundaries, companies are adapting their physical products and services for a digital platform, or even creating an entirely new digital offering. These changes, in turn, allow many businesses to make the leap into going international and build up their brand across the globe without losing their local customer base.
Great leaders know that to optimise the impact of digital transformation on business future, they need to carefully pick and choose which DT features they want to focus their efforts on. Selecting specific parts of a company to transform based on their organisation’s needs is much more beneficial than trying to tick all the boxes.
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