What is digital transformation necessary?
Digital business transformation allows organizations to head towards growth and find new ways to expand their market. It allows them to react quickly to changes in the spending patterns and handle any future curveball. We have summarized here some key areas which digital transformation consulting addresses.
Readiness in Agile Methods
When people hear the term Agile, they think of quickness in taking action which is somewhat true but in the tech industry, it means taking action quickly to see an increase in value. Many businesses that have undergone digital business transformation focus on products and services that customers truly want. An agile mindset allows companies to quickly gain from a situation and it helps achieve the goal of the transformation. A business needs to be able to change and have the ability to switch from one tool to another.
Coming up with new ways to engage your customers is a low-effort and high-gains digital business transformation strategy. You can use emerging social media platforms to stay relevant. Customers prefer to communicate with brands in a personal and interactive way. Messaging is the most efficient way to communicate with customers, take orders, answer queries and resolve any issues they might be having. There are many applications like Facebook Messenger or WhatsApp which are convenient because of the easy accessibility and multimedia sharing options.
Customer service is also focusing on messaging applications because it is much cheaper and quicker to talk there as compared to their legacy websites and apps. According to a Gartner forecast, 80% of businesses will completely switch to messaging for customer support by 2025. Customers no longer have to lodge a ticket on the website or email the company and wait 2-3 business days for a reply. They can have fast and convenient exchanges with businesses and organizations.
Artificial and Human Intelligence
Businesses are turning towards AI on the advice of digital transformation consulting companies. Artificial Intelligence and machine learning can help the business scale up with big data and better customer experiences. However, the secret to success is using it to promote their internal employees.
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In customer service, the support team can let chatbots take care of the standard requests and queries which frees them up to add personal touches wherever required. In the marketing arena, AI can comb through large amounts of customer data to identify trends and patterns which can assist the marketing team. In short, adopting AI does not mean you have to replace it with human employees but use it to help them be better at their jobs.
The Bottom Line
Your digital business transformation strategy should keep the customer at its center. If you have your priorities right, then the challenging journey will bring in rewards. Use the new tools, processes, and technologies to support the customer. Your employees should be working towards new workflows that empower the customer and in turn make your digital transformation endeavor a success.