Advanced technologies have revolutionised the way people communicate, collaborate as well as interact with business and each other. The impact has been so great that digital transformation is no longer an option for businesses. It is a necessity. For most start-ups, it is a matter of survival in the evolving business landscape.
As businesses continue to convert into being more digitally-oriented the employee experience is shaped by technology. Leaders face (and will go on to face) many upheavals surrounding their digital transformation process. And without a clear path forward, some of those businesses may not make it through the next few years. Businesses are quite frequently slow to change, and many of the evolutions which come quickly through our digital world don’t come in a straightforward manner or cheaply.
Digital transformation has become an implementation strategy for businesses which are striving to maximise revenue, productivity, and customer experiences. Start-up founders fighting to stay ahead of their competition are looking to implement digital technologies to improve as well as transform the way we live and work. Thus, it is vital to set clear benchmarks and understand the issues at hand to enable a successful digital transformation.
The Constantly Changing Customer Experience
We live in an experience economy. So, more than ever before, customers value how they experience brands. That extends to both online and offline eCommerce platforms, as well as social media or other potential touchpoints along the way.
The downside of this fact is that is doesn’t leave brands a lot of time to adapt. And to make matters infinitely worse, a bad customer experience is often a silent killer. Most of the people who leave – owing to a bad experience – will vanish without complaining and leaving you without a clue about why they left.
The key to change is working on building a customer experience from the bottom up. Your ultimate goal needs to be focusing on customer journeys. It’s also very important to consider the “art of the customer experience.” This needs you to take a look at your current presence and then find ways to assess the degree of enjoyment of each customer’s experience.