Enterprises have to improve their customer experience and processes; modified digital transformation strategy that harvests the power of teamwork, analytics, and automation
CIOs say that the core factor of any digital transformation is the simple answer to ‘what value is being served to clients in an efficient manner’. The pandemic helped shift the focus of everybody and accelerate specific trends. Implementing only technology to improve customer service is not enough; enterprises need to focus on the best ways to achieve the outcomes as well.
CIOs believe that traditionally it is believed that data analytics is about discerning patterns. However, they prove to be too reactionary. Upgrading to analytics platforms provides enterprises with a proactive edge, for better engagement with their clients.
When client data is collected via digital transactions during the pandemic, predictive analytics gives them a competitive edge and focuses on their budget and efforts to achieve success. Pattern analysis, machine learning, and behavior analysis helps enterprises proactively anticipate customer requirements and take measures to meet them.
CIOs say that many organizations depend on human processes to keep the operations ongoing. It often brings forward the areas of inefficiency. During the pandemic, the luxury of shared space was suddenly not available. Thus all the once-inefficient processes were simply broken.
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Leaders started looking into the friction points associated with such face to face engagements. How did they measure up against the competitors? Has the pandemic modified the processes? Can the organization optimize such measures?
Automating conventional human roles with digital processes could help the organizations remove various friction points that wasted their time or caused delays and also overcome any workforce availability hurdles resulting from the pandemic.
The various manual handoffs in a traditional operations workflow need to be done away with system integration built into the website storefront on the back end. This helps streamline the entire process and eliminates many human to human interactions- that delays the entire process.
Such streamlining of the process allows employees to focus more on the customer, engagement, and improve the processes and make CX more efficient and rapid.
CIOs point out that digital transformation projects are inefficient if they don’t consider the ultimate results for clients. Customer experience is vital for the success of a business, especially during the pandemic when most clients were forced to online services, appointments, and transactions for the first time ever. Leaders say that enterprises need to consider the creation of a dedicated team that focuses solely on efficiencies and improvements in the area.
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The team should think about which outcomes are crucial for clients and decide how digitalization can help achieve them. Such insights can help build the best digital transformation roadmap relevant to an enterprise. Personnel should be aware of the obstacles that unprecedented situations may bring up, have detailed knowledge about the existing business process, and modify/transform them for assured success in the digital world.
Enterprise leaders reiterate that digital transformation strategies are dependent on the customer base and the business goals and objectives of the organization. Leaders should have a clear understanding of what the organization is aiming for with the digital transformation, and they need to have key metrics to ensure they don’t go off track.
Megana Natarajan is a Global News Correspondent with OnDOt Media. She has experience in content creation and has previously created content for agriculture, travel, fashion, energy and markets. She has 3.9 years’ experience as a SAP consultant and is an Engineering graduate.
