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Although Digital Transformation will vary widely based on organizations’ specific challenges and demands, there are a few constants and common themes among existing case studies and published frameworks that all business and technology leaders should consider as they embark on digital transformation.
While each guide has its own recommendations and varying steps or considerations, CIOs should look for those important shared themes when developing their own digital transformation strategy.
The customer experience (we will expand the definition of customers to also include employees, vendors and constituents) is one of the primary goals of any digital transformation initiative. Customers are more cautious than ever and they will quickly turn away from brands, applications or sites that do not align with their values and needs. A top-notch user experience is a fantastic way to keep customers involved and engaged with your brand. This is a comprehensive process.
Anywhere and everywhere customers can interact with your business, the experience must be consistent and positive. For example, organizations can use analytics to discover where customers are coming from (whether it’s a social media platform, a blog, or somewhere else) and streamline the interaction in those high-traffic areas.
At the same time you are building new channels of communication, it is important to preserve mechanisms for dealing with customers that prefer a more traditional interaction. Every touch point matters, and those leading the transformation should constantly be asking how we remove friction in order to enhance the experience for every customer regardless of where they are in the journey.
Proactive innovation is one of the best ways to stay competitive in an evolving marketplace. New technology needs to be assessed, tested, analyzed, and judged more quickly than ever. Businesses can no longer afford to waste time and resources implementing new tools that offer no real value. This requires a “Fail fast, to succeed faster,” mentality.
Some projects will work immediately, others will have significant adoption curves. The faster your organization can go from idea to implementation the more it can embrace opportunities to transform and even disrupt markets and internal business models.
If a company has an adaptive and innovative culture where new tech can be easily integrated—or is at least encouraged—that enterprise is set up for long-term success.
Research shows, “Nine out of 10 IT decision-makers claim legacy systems are preventing them from harnessing the digital technologies they need to grow and become more efficient.” Whether external customers, or internal employees, people have already largely adopted digital practices in all facets of their lives, from shopping online via their mobile devices to adjusting their home thermostat remotely. They are waiting for businesses to catch up.
By making sure your workforce has the tools, technology and training, along with a culture that embraces change, your organization will be able to adapt to your transformational initiatives and be able to keep up with your customers’ growing information needs.
Application integration is a secret weapon for embracing true digital transformation. eBay and PayPal are two companies that have relied significantly on these technologies, and it has enabled them to manage an incredibly high volume of transactions. As companies seek to tie together more and more best of breed technologies, integration will play a big part in making this possible.
Instead of forcing users to use siloed, disconnected applications, integration opens doors for multiple platforms to tie together in an ecosystem that is fast and flexible, accurate and simple. Certain software and technology companies may resist this change as it means sharing the pie, but for companies looking to deploy the technology that creates the best user experience, we have the tools and experience to accelerate your organization’s digital transformation.
The forecast for the future is CHANGE. Modern enterprises succeed when they adapt to industry and marketplace shifts and incorporate new technology into company culture and business operations. However, digital transformation isn’t only about technology, it’s about bringing together the power of technology with a culture that embraces the opportunity to meet new challenges and evolving customer needs.
All the thinking and implementation skills in the world does not guarantee that your Digital Transformation will be a success. The transition across your organization and clients, including leadership, requires expertise and experience. These are areas where BCS helps our clients excel! By connecting the dots between the existing process and technologies as well as user preferences, BCS’s 28+ years of experience can show you the way to achieve the target. One of the main success factors is EASE OF USE. Via BCS iConnect®, we integrate your content and existing Line of Business systems so that ALL transaction support content is presented in context for your knowledge workers. As you extend to users outside of your organization, our intelligent integration makes adoption much more risk-free!
Digital transformation can make your organization more profitable, more efficient and your customers, employees and partners will thank you.
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The power to communicate when where and how your customers prefer is now here thanks to BCS and Kofax Customer Communications Manager.Learn More