In order to succeed at digital transformation, business leaders need to ensure that teams and customers are able to get empathetic technology interactions. It is necessary for tech to ‘speak human’. That starts with emphasising user-centricity and ends with careful measurement.
As organisations plan and undergo digital transformation initiatives, there is one fundamental component that every company needs in order to remain relevant: a relentless focus on an empathetic customer experience, supported which is supported by connected technologies and networked infrastructure.
Humanising The Boardroom
Empathy used to be an infrequent word in the boardroom. Many organisations firmly believed that if you wanted results, you needed to steer the ship with an iron fist. This is no longer the case, and the notion of authentic leadership is starting to metabolise across global business leaders which is creating a competitive advantage for those who are able to lead with empathy.
Empathy is critical in:
- Understanding employees and customers,
- Improving your offerings,
- Driving efficiencies, and
- Improving ROI.
Empathy is also critical in improving how we interact with technology. Realising the full value of your technology requires a focus on how human users interact with platforms, systems as well as processes. The idea applies both to your employees using technology in the flow of their daily work and your customers who experience the end product.
The Role Of Continuous Learning And Employee Empowerment
Continuous learning is essentially what is at the core of digital transformation. All in your organisation need to constantly learn new ways of working as well as how to leverage the best techniques and technologies for your organisation. While concentrating on the technology part is fun, it’s also the simplest part of this shift.
If you’re giving individuals opportunities to learn as well as providing them the space and support to grow and develop, they will contribute in more meaningful ways to your organisation. Constantly evolving, training and learning new things is a re-imagined approach to business that pays for itself.
The second your business stops evolving is the second it will no longer be competitive.
