Notes

5 Ways to Accelerate Digital Business Transformation by Putting Customers First

Businesses that interact with customers in physical places must be ready to change if customers are going online and to touchless payment technologies. When it comes to customer-first digital transformation efforts, there are a few things to keep in mind:

1. Recognize current and future trends

With perfect hindsight, it's easy to recognize the relevance of omnichannel consumer experiences from the previous year.

However, the organizations that performed best at the time were those that had anticipated forthcoming client trends.

Trends like contactless payments and online shopping have been inbound for years before their expansion in 2020. Even though acceptance of these techniques had been gradual for various reasons, the epidemic undoubtedly expedited the process.

It's critical to know what technologies will inevitably impact the company landscape in the coming years when planning customer-first digital transformation programs.

Digital wallets, location-based marketing, augmented reality (AR), online shopping, and artificial intelligence (AI) are just a few trends that are already changing the customer experience as we know it. If you haven't already, now is the time to invest in these technologies for your business and your audience, rather than waiting for another disruption.

2. be adaptable and resilient in the face of future uncertainty.

Regardless of the nature of the catastrophe, organizational agility and business resilience can assist the organization in surviving it.

Rethinking essential parts of the business, such as how business processes are structured, the speed at which those processes may be executed, the role data plays in the organization, and the organization's structure, will often be required to remain agile and resilient.

For example, an agile organization places a premium on speed above legacy-influenced plans and processes, slowing down operations and diminishing responsiveness.

Agility isn't only desirable; it's required in a climate where customer sentiment is constantly changing, and digital innovation propels constant economic change.

It is vital to prioritize agility, invest in change, use change management concepts, and construct strategies and procedures around agile principles to promote an agile organization.

3. Provide an omnichannel service

ECommerce's growth has sped up in recent years, and it will continue to become a more permanent component of the buying experience.

Rather than considering eCommerce as "offline vs. online," it's critical to recognize that today's customer experience is centered on both. The omnichannel experience, or a non-linear customer experience that spans various devices and touchpoints online and offline, is what many people refer to.

Look to leaders in the space for inspiration and ideas on how to tackle omnichannel consumer contact, such as Walmart and Starbucks, which are both successfully combining the digital and physical customer experiences.

4. Make the digital customer experience more straightforward.

It is no exaggeration to state that a customer relationship can be made or broken by a shopping experience. This is especially true in the digital sphere, where customers can switch apps or companies in a matter of seconds.

According to PwC, after just one unpleasant encounter, 32% of customers would cease doing business with a brand they love. After a few unpleasant experiences, that percentage rises to 59 percent.

Creating the optimum customer experience is critical, as it directly impacts everything from brand reputation to customer retention to marketing expenses.

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