Make no doubt about it, digital transformations have reshaped how companies approach customer service.
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.
The old model was to wait for customers to find you. This was normally done face to face or by calling an 800 number. But the prominence of social media, for example, has changed service, advertising, marketing and even sales. Today, successful companies must embrace social media to be competitive by meeting customers on their platforms of choice.
In other words, companies have had to reimagine how to do business by moving from paper to spreadsheets to smart applications in order to engage customers.
The process of using digitized information to make established ways of working simpler and more efficiently is referred to as digitalization. It’s important to note that digitalization isn’t about changing the business itself, it’s about the transformation of using data for instant access as opposed to keeping information in a filing cabinet.
The basic idea with a digital transformation strategy is to analyze your own needs and your own company culture, to set business objectives and understand and document the risks, to run frequent pilots and tests, to ask internal employees for feedback about those roll-outs, to proceed with the new technologies, and then to continue analyzing their effectiveness.
Perhaps the key to digital transformation is analyzing company culture. That’s because the people in an organization, the products and services offered and even the location all dictate the effectiveness of the transformation.
Through analysis of company culture you can determine how well a new technology will take root in the company, how it will be received, and its overall impact. Some technologies such as artificial intelligence, chatbots, Wi-Fi technology, network security, and Bitcoin will impact certain industries and cultures differently than others.
Want to know more? Tonex offers Digital Transformations Training Bootcamp, a 3-day course that covers the rapid IT-enabled changes impacting business operations and environments. Participants learn how digital strategy along with IT modernization, technological innovation, business transformation, and changes in business processes lead to disruptive innovation and operations and new business models.