Digital Advisory & Transformation
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. Digital transformation is business transformation. If your competitors are leveraging digital transformation to streamline production, expand distribution, build a better workplace for employees, and improve the overall customer experience, you need to join in too.
Dare to re-imagine is the key. It all begins and ends with how you think about, and engage with, customers. As we move from our traditional methods of doing business to smart applications for managing our business, this is the change to rethink how we can do things differently with these few thoughts:
- Can customers be provided first hand information than agents?
- Can customers find out what they need via websites, apps etc than just calling or emailing for basic information?
- Can self-service like purchasing be done by customers?
- Can we improve our processes to speed up delivery to customers?
Adds value to every customer interaction.
Digital transformation is changing the way business gets done and, in some cases, creating new business models. With digital transformation, companies are taking a step back and revisiting everything they do, from internal systems to customer interactions both online and in person. They’re asking big questions like “Can we change our processes in a way that will enable better decision-making or a better customer experience with more personalisation?”
“Netflix is a great example. It started out as a mail order service and disrupted the brick-and-mortar video rental business. Wide-scale streaming video is made possible. Today, Netflix takes on traditional broadcast and cable television networks and production studios all at once by offering a growing library of on-demand content at competitive prices. It uses that data to inform everything from the design of its user experience to the development of first-run shows and movies at in-house studios. That’s digital transformation in action: taking advantage of available technologies to inform how a business runs”
Adapt your business to leverage digital transformation.
Remember the days we used to call customer service, and wait for a long while before somebody picks up the phone or respond to an email? Today, it has disappeared for some of the front-movers companies. In place, it is social media or chats that are much faster for responses to simple questions. These companies embrace social media as a chance to extend their service offerings by meeting customers on their platforms of choice. This is what we called as adaption to digital transformation.
Social media wasn’t invented to take the place of call centers, but it’s become an additional channel (and opportunity) to offer better customer service. Adapting your service offerings to embrace social media is another good example of a digital transformation.
Re-shapes business across all industries.
Digital transformation impacts every industry. Whether your business generates revenue through professional services or selling physical goods, technological innovations can transform your means of production, distribution, and customer service.
E-commerce disrupts traditional selling of physical goods, and services are now enhanced with robots, chat bots and many other channels to assist services to customers. Even services like law firms are disrupted with on-line question and answer sessions, drafting of simple legal documents via responses and digitally signed for authenticity. Think about what your business can do now.
