5 Ways Digital Transformation Drives Customer Success


According to a Statista report from November 2021digital transformation spending in the United States is expected to reach $1.8 trillion in 2022 and $2.8 trillion by 2025. These statistics highlight why digital transformation has become a priority for every organization.

While digital transformation plays an important role in improving internal operations, the pandemic has dramatically changed the focus of customer experience. Driven by today’s “work from anywhere” corporate culture, today’s customers are demanding greater digitization of business functions and deliverables. A Salesforce article on customer engagement found that 83% of customers now expect immediate engagement when contacting a business, with 70% prioritizing convenience over branding.

Driving customer success through digitization

Digital transformation can be daunting. It requires a considerable investment of time, planning and money. But the return on investment is customer satisfaction and loyalty if your initiative is implemented effectively. Here are five ways digital transformation can drive customer success:

1. Break down information silos to leverage valuable customer data

Technology has opened the door to a wealth of untapped knowledge. It is a primary engine and tool that allows you to better understand your customers’ wants, needs, and behaviors at every touchpoint of the user experience.

[Also read: Automation and digital transformation: 3 ways they go together.]

A Pricewaterhouse Cooper Customer Experience Report found that one in three customers will leave a brand after just one bad experience, even if they liked that brand before.

The better you know your customer, the more you can improve their experience. Use this data to further refine their experience, address their preferences, understand their pain points, and get a complete customer profile to ensure a higher and more effective level of engagement.

2. Create better diagnostics and monitoring for faster problem resolution

Today’s technology has conditioned us to expect an immediate response or resolution to performance or user experience issues. Failure to do so can jeopardize customer loyalty and your reputation.

Digital transformation responds to customer demand for fast and efficient response and resolution to their issues. Make sure your digital transformation mandate includes technology that can pull data from organizational silos into a central real-time dashboard, as well as spot business trends, downtime, and more. This will give your IT department the big picture and allow them to identify specific issues and hard-hit geographies for immediate response and resolution.

More refined diagnostics also provide a historical log to aid in long-term planning, further product and service developments, and potential issues that may affect business and/or customer service, all of which contribute to sustainability and the strength of your organization.

3. Foster more personalized customer engagement

The more you interact with your customers, the more likely they are to continue doing business with your organization. They are also inclined to spend more and bring more value to your business.

Much of the power of digital transformation lies in its ability to increase customer engagement. For example, immediacy in responding to and satisfying customer requests drives high engagement. Moreover, digitization enables customers to access functions, conduct transactions and initiate communication anytime and anywhere, thereby improving the convenience and speed of enquiries.

Allowing customers to set their personal communication preferences, billing choices, and other options further enhances customer service. The aforementioned Salesforce article also noted that 66% of customers expect organizations to understand their needs and wants, and 52% expect personalization of products and services.

Much of the power of digital transformation lies in its ability to increase customer engagement.

4. Provide higher service levels to customers

Not only must your products and services always perform at a high level, but the customer experience itself must be exceptional. In addition to enabling faster problem resolution, 24/7 service, and greater personalization of products and services, digital transformation will help your organization build a relationship with every customer. This will help you meet customer needs more effectively and create a seamless experience. More frequent communications, such as shipping and maintenance updates and new product releases and promotions, increase customer touch points.

Gamification also provides a powerful way to deliver customer service and engagement. The customer behavior analysis algorithms found in gamification technology can help your business determine and address preferences, biases, and other motivating and driving factors. This allows you to better engage and manage your customers, making them feel like a human and not a number.

5. Provide a seamless and instant experience to increase the sales transaction

To create a seamless customer experience, all facets of your organization must work together to prioritize customer satisfaction quickly and effectively. Even if your organization has the most exemplary customer service team in place, if IT can’t keep your e-commerce website or cloud computing running efficiently, no amount of attentive customer service will keep it going. commitment from your customers.

An effective digital transformation program ensures that all touchpoints in the organization streamline their operations and create a seamless, unified experience for the customer. It will also serve as a conduit for information sharing and knowledge management across departments, breaking down information silos that can create bottlenecks in the customer experience.

Learn more about digital transformation

Digital transformation is integral to customer satisfaction and success. He highlighted the importance of all parts of an organization operating effectively and collaboratively to create a clear and compelling path from initial customer contact to retention and total customer satisfaction.

Digital transformation fosters a customer-centric culture that goes beyond increasing market share, ultimately ensuring your organization’s longevity, financial success, and brand recognition. Implemented thoughtfully, it will reward your organization with a strong return on investment and even higher customer retention and business sustainability.

Digital transformation is where customer experience meets operational efficiency. Investing in digital transformation puts your customer in the driver’s seat of the journey to a stronger, more viable organization.

[Where is your team’s digital transformation work stalling? Get the eBook: What’s slowing down your Digital Transformation? 8 questions to ask.]


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