The Digital Mega Trend | HighPoint | A Digital Transformation Trend

The Digital Mega Trend

Customers Want To Interact Digitally

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.

THE DIGITAL TRANSFORMATION OPPORTUNITY

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.

A Digital Transformation Challenge

Success in the digital era depends on how well organisations meet three key challenges:

Agility How to create a culture and technical environment that can respond quickly to changing customers’ needs, and rapidly bring new products and services to market through the technology interface to meet those needs?

 

Security How to enforce comprehensive security that extends beyond the boundaries of the organisation to ensure that customer and corporate applications and data are protected, without sacrificing business agility?

 

Experience How to know that the best possible experience is being delivered at all times to your customers, across any device and from any location?

HOW TO BECOME DIGITAL

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.

Digital On The Outside

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.

Digital On The Inside

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.

Digital First

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.

DISCOVER MORE ABOUT DIGITAL TRANSFORMATION

 

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.