The truth is, digital transformation is part of a larger technological process and the change associated with digital technology application in all aspects of human society. As a matter of fact, digital transformation is reinvention of organization through the utilization of digital technology in an effort to improve the way it serves its constituents and perform its functions. Digital refers to the use of technology that’s generating, storing and processing data.
On the other hand, the term transformation refers to fundamental changes to the daily operations of the organization from the types of services and products it is producing to how it is being delivered. An organization that’s in need of a transformation whether it is government agency, business, utility or service like healthcare providers respond normally to change in marketplace and consumer demand for a service or product.
In reality, there are 3 major building blocks in which companies must acquire to transform customer experience digitally successfully and these include customer understanding, top line growth and lastly, customer touch points.
Customer understanding – most companies start taking advantage of their past investments in systems to be able to get thorough understanding of market segments and specific geographies. In fact, there are some companies that even explore social media to have a much better understanding of what are the things that make their customers happy and to what causes their dissatisfaction.
Aside from that, companies are able to learn how to promote their brands a lot effectively using digital media. Companies are even building new online communities to advise and build loyalty with customers in different fields regardless be it in medical, financial services products, real estate and so on.
Top line growth – in order to enhance in-person sales conversation, companies are making use of technology. As an example of this is, financial services firms are using tablet based presentations instead of paper based slide decks to make their sales pitches. To help both customers and the sales people engage in analytics based planning, insurance companies have introduced mobile tools.
Medical devices sales force starts substituting in-person interactions using digital interactions. So for an example, when you pay a visit to a doctor’s clinic, their staff might leave smart device with video and several other info on new products.
Customer touch points – it is possible to further improve customer service by using digital initiatives. A quick example, a bank has established a Twitter and Facebook account to answer complaints of clients quickly, which helps the customers to avoid going to the branch in person. With this digital initiative, it leveraged expert community that has allowed crowd sourcing with several employees and customers.
The Path To Finding Better Services
Study: My Understanding of Services