Customers today expect outstanding and personalized experiences at each touchpoint, when they want to engage, and on any platform they choose. They expect their customer journey to be seamless whether they are shopping online, or in a store.
The simple truth is this: Businesses and brands cannot achieve this level of customer service and experience without undertaking a complete digital transformation. So what does it take to become an intelligent, digital business? And what are the future opportunities for an organization in this time of digitization?
For many organizations, digital transformation may seem like a daunting task, but have no fear. Here are five best practices to organize and kick start the journey of digital transformation.
Put your customer in the center
Knowing and deeply understanding your customers is crucial for developing your digital transformation strategy. Their primary needs should be the cornerstone of your digital transformation.
What are their key pain points? Do you have an “outside-in” understanding of what your customers really want? Once you have identified this scope, you need to work backwards to design the solution based on your customer’s needs.
Work with an experienced consulting partner
Working with a consulting partner can help you achieve the best results for your business, through not only technical support, but also digital and creative business expertise. This partner can help you assess your current technology landscape, plus identify your most pressing customer and business needs.
Based on these priorities, they help you develop a transition strategy and road map, all the way to the build, implementation, and testing of your new digital strategy. A consulting partner can also support you with internal leadership buy-in, as well as staying on time and budget.
Avoid silos and build a culture with a digital mindset that makes transformation everyone’s business. Make sure your leadership team, as well as the entire organization, is fully committed. While the transformation might be thought of initially as IT-driven, you instead should view this as a business-driven project.
You need collaboration between multiple business functions such as customer service, sales, marketing, etc. to drive a successful business transformation. Be sure to establish responsible project teams that work together across the entire organization with clear KPIs and ownership.
Start small, but start now
Digital transformation is a journey without a defined end date. Get started with a smaller scale pilot program rather than a resource heavy initiative. This could be a certain regional market, for example, or a single business function that is most crucial for your customers. These agile projects can be rolled out quicker and can be tweaked if needed until they deliver the business benefit you are looking for.
Develop a strategic road map (3-5 years) that defines the rollout plan across the rest of the organization. Just be flexible and anticipate that this roadmap may change at any given moment.
Prepare for the future
Technology change and business disruption is happening at an unparalleled speed. This process is not going to slow down. Artificial Intelligence and Machine Learning, for example, are going to further impact the way we do business. Having a flexible digital platform in place enables organization to proactively embrace ground-breaking innovations in the future.
The time for the digital transformation of your business is now. Don’t wait. Focus on your customer and rely on an experienced consulting partner. Embed a digital mindset within your entire organization and understand that business transformation is a journey that will constantly evolve as you embrace future innovations.
Ready to drive digital transformation at your organization? Capture greater ROI by delivering engaging and relevant experiences to your customers. Learn more here!