Digitization is changing the way companies are looking at their business
capabilities, forcing them to adapt according to the new trend and market
reality. On most important thing to take a note of is these changes are not
companies driven but customer based, this very well points out toward value of
customer experiences. According to IDC, two-thirds of the company CEO of global
first two thousand companies will shift to more digital options of improving
client relationship and one of them is a Customer Experience Transformation Program. These improved strategies allow better
outcome and few loos of finances as well as business.
So in this article we will try to elaborate few details of digital
transformation, its tools and methods also how companies are using it to
enhance their chances in the growing market competition.
- What is a digital transformation?
Integration of all the technical upgrades into the business is
called as digital transformation, this fundamentally changes the way a business
is operated as well as the core value and they deliver to the customer. Two
major influences that are pushing companies to adopt technology like Customer Experience Transformation Program are their satisfaction and interactive
engagement.
Highly engaged customer buy more frequently and spend 60 % on
repetitive purchases. It was found that companies who acknowledged this change
and mastered the art are now earning 30% more.
- How digital technology is affecting consumer experience
1. For a business to business sales
Every first step
with this is to replace the old traditional way of doing cold calling. Now
everything sale on social media platform. Instead of waiting for the customer
to contact you companies are going with the aggressive method of
technologically chasing them, built a relationship with them also educate about
your product.
2. For marketing strategies
This changes the old
method for making your product more popular such as billboards. Now more data-driven
messaging is being projected to prospects. Use of search engine marketing, also
enables many companies to have a better digital channel to control the sales.
Use of social media platform for marketing, email marketing, and account-based
marketing has increased the business capacity of the companies.
3. Customer service team
Representatives
are no longer waiting for the person to contact them for complaints. More
technological approach makes them proactive in their interactive sessions with
the customers. Digital era creates more option like facebook, twitter, email,
review sites and forum; they all are now part of customer service and business
development ecosystem.
- Current
trend
With the
widespread use of mobile phones, tablets, and laptop the functioning of
applications which are driven by machine learning and artificial intelligence
has grown, this change is drifting the consumer's habits and expectation. This
has given birth to a new consumer who needs to be updated according to
technology all the time. This enforces consumer to rate companies on the basis
of the digital experience they have
To accommodate
the growing viewpoint and requirement of modern day buyer, your business
strategies need to be on the digital platform first and with customer transformation experience program companies
will be able to have more personalized interactions which are fast, dynamic and
flexible. So using this new digital landscape will help organizations to
definitely grow in a positive direction.
