How customer experience drives digital transformation
Digital transformation offers organizations an opportunity to understand the modern-day buyer, engage with them and deliver on their expectations of a multi-channel customer experience. To help you succeed, here are three ways to help your business to get started with digital transformation:
- An agile, flexible IT environmentOrganizations recognize the need for implementing agile systems and 86% of businesses believe that cloud technology is critical to digital transformation.The cloud enables companies to be fast, dynamic and flexible – giving your organization the ability to test new projects that are cost-effective and low-risk – allowing you to use technology to meet customer demands quicker.By easily connecting SaaS applications such as customer databases, Big Data analytics, web and mobile apps, you can digitally record all touch-points to create a 360-degree view of your customer. By using this data, you will learn how, when and why your customers do business with you and from it, you can provide a better, more improved customer experience.
- Personalized customer experiencesToday’s buyers want organizations to treat them as a unique individual, and know their personal preferences and purchase history.According to Accenture, 75% of customers admit being more likely to buy from a company that:
- Recognizes them by their name,
- Knows their purchase history, and
- Recommends products based on their past purchases.
The good news is that customers are happy for organizations to use their data to improve their experience.
But, in order to take advantage of this opportunity, you need to invest in CRM.
Without CRM, you cannot treat your customers as individuals. And without storing the history of how your business interacts with them, it’s impossible to provide a unique experience..
- A seamless multi-channel experienceTechnology has empowered customers to get what they want, whenever they want, and how they want it.More than half of all consumers now expect a customer service response within one hour. They also expect the same response times on weekends as on weekdays. This need for instant gratification has forced organizations to remain accessible and on-demand, 24 hours a day, 7 days per week.Today’s consumers are not tied to a single channel. They browse in-store, shop online, share feedback through mobile apps and ask questions for your support team on social media networks.
Tying all of these interactions together allows you to create a single digital profile every time a customer interacts with your business.
To find out more about digital transformation, follow the link below: