The truth is, digital transformation is part of a larger technological process and the change associated with digital technology application in all aspects of human society. Digital transformation is the reinvention of an organization by using digital technology to better improve the way it serves its constituents and perform its functions whether you believe it or not. Here, digital means the use of technology that generates, stores and processes data. Here’s a good post to read about digital transformation strategy, check this out!
As for the term transformation however, it is referring to the fundamental changes to the organization’s daily business be it from types of services and products it is producing to how it is being delivered. An organization that is in need of transformation be it government agency, business, utility or service like healthcare providers normally respond to change in marketplace as well as consumer demand for a service or product.
The truth is, there are 3 major building blocks to which companies have to acquire to successfully transform customer experience digitally and these are customer understanding, top line growth and lastly, customer touch points.
Customer understanding – many companies are beginning to take advantage of past investments in systems to acquire a thorough understanding of market segments and specific geographies. Some are even exploring social media to better understand what makes their customers happy and to what causes their dissatisfaction. You can find the best digital transformation services here.
Not only that, it becomes possible for companies to know how to promote their brands in a more effective manner through digital media. Companies are also making the effort to build online communities that is aimed to advise customers and later build loyalty with them in different fields like medical, financial services products, real estate and so on.
Top line growth – companies are making use of technology in order to improve in-person sales conversation. To give you an example, financial services firms use tablet based presentations rather than paper based slide decks to be able to make their sales pitches. Insurance companies introduce mobile tools to help both customers and sales people engage in analytics based planning.
Medical devices sales force starts substituting in-person interactions using digital interactions. As an example, when you visit a doctor’s clinic, their staff may leave a smart device with video and several other info on new products.
Customer touch points – using digital initiatives, it is possible to further improve customer service. A quick example, a bank has established a Twitter and Facebook account to answer complaints of clients quickly, which helps the customers to avoid going to the branch in person. Through digital initiative, it has leveraged expert community that allowed crowd sourcing with several employees and customers. Please click this link http://www.dictionary.com/browse/transformation for more info.