The way your customers interact with your business has dramatically changed. They seldom talk to your people but increasingly want to interact with your systems digitally.
We don’t have to look too far to see this. From retail to banking, from transport to healthcare, from energy to the provision of public services and government, every industry and sector is experiencing a radical shift in the way that customers and partners want to interact with them. As with all disruptive trends, this presents both opportunities and challenges to organisations attempting to navigate this shift.
Customer experience still rules in the digital age. An exceptional customer experience will still drive brand loyalty, but this experience must now be delivered through the digital interface where expectations are higher and patience is fleeting. Organisations that embrace this shift and successfully achieve the agility required to consistently deliver a rich and differentiated customer experience through technology also benefit from significant increases in productivity, reductions in operational cost and attraction/retention of talent.
Success in the digital era depends on how well organisations meet three key challenges:
Becoming digital requires transformation both internally and externally. Recognising the changes in customer interaction preferences and successfully shifting the organisation to meet them means putting digital at the heart of business and IT strategy to drive innovation and change across all departments. To truly become the Agile Enterprise the organisation must be digital on the outside, digital on the inside and digital first. Read about the digital Mega Trend and driving digitalisation.
Differentiating your business through service delivery that is responsive, personalised and effective. Engaging effectively with your customers, continually developing new and innovative ways to deliver services through a range of digital channels according to differing customer preferences.
Creating frictionless commerce through the integration of applications and data to automate business processes. Streamlining information and work flow across the organisation to remove duplication of effort and gaining valuable business insight through deep-level analytics of data from every part of your organisation.
Embedding digital in every departmental strategy and initiative. Clearly defining and measuring the relationship between technology and successful business outcomes and extending IT competency into every part of the organisation to sponsor and drive innovation and change using technology as an enabler.
To find out how HighPoint can help you prepare your organisation for transformation, simply complete the contact form and we will connect you with our specialist Digital Strategy team.