Digital Transformation in the Era of COVID-19
Digital Transformation is the process of using digital technologies to create new — or modify existing — business processes, culture, and customer experiences to meet changing business and market requirements, especially in times as this when the world is challenged by COVID-19.
As an organisational change management consulting firm, Jake Riley not only advises organisations on the best digital solutions for their businesses but also oversees the acquiring and implementation of these solutions within the workplace. So, let’s take you through some of the advantages of bringing your company further into the 21st century.
This is probably the most visible advantage. A business presence on the internet through tools such as online stores, social networks, blogs, corporate pages, etc. multiplies its visibility and sales channels.
New Contact Channels with Customers
Equally, the digital presence not only opens up sales channels, but also new ways of communicating with customers: email, apps, social network etc. Nowadays, the clients of any business with a digital presence have multiple ways to contact the company.
The introduction of cost-effective, customer-focused digital tasks streamlines business workflows and eliminates overhead associated with outdated solutions.
Digitalisation gives companies the ability to combine data from all customer interactions and formerly unstructured sources into a useful, actionable format to optimise customer experiences and expenses.
More Customer-centric Focus
Digital transformation’s main concern is using technology to enhance the customer experience. By shifting focus and paying more attention to what customers want, service is improved consistently across all touch-points and channels.
With this new, customer-centric focus, an enterprise is better equipped than ever before to adapt to its customers and the competitive industry landscape.
Accurate Market Segmentation
New technology enables businesses to discover more adaptive and agile models based on customer parameters that were impossible to uncover and/or track in the past.
Identifying silos that span multiple functions and processes becomes much easier, allowing an organisation to increase its efficiency and impact.
Universal Customer Experience
Connecting enterprise-wide systems and technologies simplifies and universalises the customer experience, regardless of when, where, or how they choose to interact with a brand.