Digitization and Digital Transformation

The concept of “The Connected Customer” has redefined the modern-age customer distinguishing it with the traditional one.

Digitization and digital transformation have accelerated the business approaches to be more people-oriented, innovative, and responsive for an impactful customer experience.  A business cannot control the customer behaviour but it can take steps to optimize the offerings that ideally aim to exceed the customer expectations.

There are a number of factors to give amazing customer experiences, which are multiplying every now and then with the rise of digital era. This has put a gap between how valuable the companies think their services are available to the customer and what is the actual feeling and value of that experience in customer’s mind.

Digitization at the organisational level is the step towards the overall digital transformation. Digitization, in its quintessence, refers to automating the business processes & making employees tech-savvy with a shift paper-driven working to digital formats with cloud-based software.  For instance, the quality of your customer service hugely relies on the response speed of your contact center representatives, the knowledge content you create and the quality of the various inbound and outbound interactions. Consider one more example, to achieve more productivity, it is necessary to reduce administration overhead, free your HR from repeated queries and have powerful reporting with minimum efforts.

Digital transformation has clearly spoken its importance and the same is reflected with the market being diverted to omnichannel platforms. A holistic organisation-wide approach where business combines IT & delivers the customer experience is the required perspective. Every day there’s something new, a new upgrade, a new feature, a new gadget, etc. that makes customer expectations change over time; moreover, customer expectations differ from person-to-person. The enterprise needs to prepare itself to face these challenges and spring up in the competition by leveraging the cloud-based software benefits. Digital transformation is making companies ready to pro-adapt to smart techniques & tools.

Let us look at the major catalysts to bring the transformation

Care using Cloud

The great disconnect between the front office and the back office or the remote worker and the office team is no more an issue with the cloud technology. Cloud-based software and applications form a central repository & a loop where every updated piece of information is available & accessible irrespective of the medium & geography. This leads to better responses from agents to customers & collaboration with the enterprise as a whole.

Say it Social

Being social is being available where ever your customer is! Social media is a mammoth player to connect to this “connected customer”. No business can escape this tool if they want their customer experience to be remembered and be in customer’s good books. While this happens, IT enables the social integration into cloud-based software for CRM to extract maximum data from the target audience, use this information for future trends, respond & attract their consumers.

Move with Mobile

The base of the connected customers is the connected devices. One can hardly imagine life without the usage of the smartphones and devices. Providing your customers with self-service capabilities via mobile apps is considered as one of the best ways to achieve business growth while enhancing customer experience. At the same time, there are tons of apps available; hence, it is mandatory to stand-out with something that is full of features, standard, secure, customisable, and user-friendly application.

Intelligence of IoT

Internet of Things links physical and digital world thereby increasing the variety & volume of information collected for businesses. The best part being IoT is not limited to specific industries or sector; it is everywhere, for everyone & affecting every business move for digital transformation. Real-time insights and data analytics are the two significant gains for the enterprises that incorporate Internet of Things to their strategy.

According to the IDC, by the end of 2017, the majority of CEOs will have digital transformation at the centre of their corporate strategy.

The way to a customer’s heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about.

As per user behavior statistics, 90% of time spent on smart devices is with an application compared to only 10% on web browsers.

According to IDC, by 2018, there will be 22 billion IoT devices installed, driving the development of 200,000 new IoT apps and services.

The Generation C having the ‘connected consumer’ is here to stay providing new opportunities for businesses. To act on these opportunities of the digital transformations organisations have to utilise the digital platform and gain the power. A smart experience for every connected customer has to be put strategically in the business practices.

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iTouchVision is one of the world's leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.