Today's market is changing rapidly itself and forcing businesses to change quickly. The constant stream of innovation drives us faster than we ever imagined, and sometimes threatens to turn into destruction and chaos. It is not easy for everyone to take the decisive step of digital transformation, improve business operations so that they are stable, reliable, but also flexible and fast.
A lot of effort goes into creating a flexible working environment: structure, culture, management. And if you want to achieve meaningful success, the whole strategy of change must be aligned to your vision.
Focus on continuous improvement
“We have always done it like this” - these words accompany almost any digital transformation failure. The most successful companies today are striving to improve their processes, which I consider to be a huge shift, especially for large and old companies with well-established processes. Startups here have a distinct advantage when it comes to change, simply because they have fewer established processes and people.
And, of course, successful digital companies carefully think through every new trend and opportunity, choose the most appropriate technologies and approaches. Trial and fail is unlikely to work here.
Customer experience in the digitized world
Customers and potential customers today expect immediate attention, high quality of service, consistent and complete interaction, personalization. Therefore, businesses often invest in platforms that allow them to focus on real-time interaction management, communications, and customer service.
Such approaches and such platforms make it possible to make your every interaction with a client positive, meaningful, whether it be in social networks, through chatbot or through marketing campaigns. They provide an opportunity to anticipate the needs of customers, thinking about new and better ways to meet them.
A good strategy is to restart all the processes from the client’s point of view and with focus on the client’s experience. The focus of the client-centric business team is on all stages of interaction with the client, customer expectations at each point on the interaction path.
Primary action is increasingly taking place in AI applications that are used by clients and for interacting with clients. At the same time, the “back office” should comply with the current practices of working with clients in terms of flexibility, reliability and stability, speed and functionality. And the development of such a back office is also an essential part of digital transformation.
Will the Digital Transformation Come to an End
If at the beginning of a digital journey, companies tend to estimate how far they have progressed and how much remains to be done, then experienced digital businesses already understand that digital transformation never ends. There is always something to change and this is always a lot.
This infinity becomes central to the discussion of digital transformation among CEO, marketing director, technical director. And a rare business can embark on the digital journey alone. No matter how capable your team is, it is looking for the right partners. The key to success is having a partner you can trust, with whom you share your strategy and who will help you implement it.