Consumer habits have changed as a result of new, more accessible digital technologies. 

Businesses must now focus on providing more personalized services. These personalized services communicate with and serve their customers better. Businesses must determine how to digitize in a way that meets the demanding and ever-changing needs of the customer. 

Your company might undergo a digital transformation for a variety of reasons. For certain, the biggest factor is survival.  

Do you want to know more about digital transformation and what this means for customer and personal experiences? Read on to learn more. 

What Is Digital Transformation?

Because digital transformation looks different for every organization, there is no single definition. With so many publications and definitions of digital transformation available, it’s easy to see why the topic is confusing.  

Digital transformation is, in its most basic sense, the use of digital technologies to improve and optimize the customer experience. 

Businesses that try to understand their consumers in the digital age are transforming. This means investing in new technologies and business models that prioritize the customer experience. 

Because digital transformation looks different for every organization, there is no single definition. With so many publications and definitions of digital transformation available, it’s easy to see why the topic is confusing.  

Digital transformation is, in its most basic sense, the use of digital technologies to improve and optimize the customer experience. 

Businesses that try to understand their consumers in the digital age are transforming. This means investing in new technologies and business models that prioritize the customer experience. 

Why is Digital Transformation Important?

79% of corporate strategists claim to be digitizing their businesses to generate new income. To date, the transformation has been slow, with less than half of surveyed companies claiming to be fully digital. 

We live in a digital, global, and hyper-connected world marked by social and technological change. There is a constant emergence of: 

• New-market players 
• Off-site mobility 

• Continuous connectivity 

These exert significant influence. Today, digital transformation is not an option. It is necessary to leave one’s comfort zone, reinvent oneself, and compete in a world dominated by technological advances. 

Studies have shown that companies that have embraced digital transformation are 26% more profitable than their competitors! 

Companies that digitally transform create engaged customers, who are: 

• Six times more likely to try a new brand goods or service 

• Four times more likely to recommend your brand to friends and family 
• More inclined to buy from the favourite brand even if the competition offers superior goods or pricing 
• Highly engaged customers also buy more frequently, spend more per purchase, and have a 3x yearly value (compared to the average customer) 

One thing is certain – the customer is in the driver’s seat. In order to provide a better customer experience, you must first understand who this new digital customer is. 

Getting Started With Digital Transformation 

Before you start improving the customer journey, there are a few things you need to reflect on. A digital-first approach requires you to rethink how your business interacts with customers and users. 

The 3 focus areas should be: 

• Sales 
• Marketing 
• Service 

You should be able to contact your customers instead of waiting for them to call you. Your clients’ demand (expect) highly focused communications, which can only be delivered through a data-driven approach.  

You no longer have to wait for a phone call or fax. Digital-first isn’t about the reaction. It’s about being proactive in helping your clients, who use a variety of channels. Customer service today includes social media, review sites, forums, and communities. 

Define Your Transformation Strategy 

Changing technologies and breakthroughs have accelerated business world change. Every year, new technologies even disrupt the most established businesses. 

Companies need a long-term strategy to adapt, compete, and thrive in this new digital landscape. You need a strategy that addresses both technology adoption and digital disruption. Understanding your basic systems and processes is crucial to identifying opportunities before embracing digital transformation. 

Rethink the Customer Journey 

With customers gaining control over how businesses deliver experiences, it’s time to create new ones that meet their needs. According to a poll, customer experiences are the top priority for 40% of respondents. 

Because every interaction with a customer influences their overall perception of a brand, focusing on connections with customers is key. 

Make the User’s Feel Personal Experiences 

Consumers today expect businesses to know their specific preferences and buying history. According to Accenture, 75% of customers choose companies that: 

• Address them using their name 
• Know their purchasing history 
• Can recommend products based on past purchases 

The good news is that customers are comfortable for businesses to use their data to improve their experience. 

But you need to invest in CRM. Whatever industry you may be in, there is no better time to take advantage of this opportunity. 

Without CRM, you can’t treat customers like people. It’s impossible to deliver a unique experience without storing their interactions with your firm. 

A CRM system allows you to evaluate and examine client data based on accessible customer data. For example, general queries, product quotations, and support inquiries might help you understand their needs. Because users’ experiences are more tailored, this data can be leveraged to develop highly targeted messaging. 

The Experience Must Be The Same Regardless of the Channel 

Customers can now get what they want when they want, and how they want it thanks to advances in technology. 

More than half of all consumers now expect a response from customer service within one hour. They also expect the same response times on weekends as they do during the week. Because of this need for instant gratification, organizations must be available and on-demand 24 hours a day, seven days a week. 

Everything is now happening in real-time, so businesses that can provide their customers with immediacy, personalization, and accessibility.  

It’s also important to remember that consumers today aren’t tied to a single channel. They purchase in-store, online, provide feedback via mobile apps, and ask inquiries on social media.  

Technology and Systems Have to Be Flexible and Agile 

Agile innovation methods have completely transformed information technology. Over the last 25 to 30 years, they have significantly increased software development success rates, as well as improved quality and speed to market, and the motivation and productivity of IT teams. 

Traditional organisations were designed for “stability in a well-known environment.” “Technologically Agile” organisations, on the other hand, are constantly evolving and have the flexibility to adapt quickly to a changing environment. This adaptability is especially important in a world where digital technologies are altering the fundamentals of how businesses interact with their customers. 

Don’t Wait – Start Your Digital Transformation Journey 

The modern consumer expects instant gratification – I want service and I want it now!  

These new digital technologies have shifted customer expectations, resulting in a new breed of modern buyers. Consumers today are always connected, app-native, and aware of what technology can do for them. 

Customers frequently rate organizations based on their digital customer experience first. They say good news travels fast and bad news travels even faster and so does the personal experiences of your customers. People talk to each other all the time, continuously sharing experiences and opinions – customer service is not immune to this!  

To make use of the correct approach and leverage new digital technologies,  Find out how right here.