The office was a fictional series that was meant to educate us about the benefits of digital transformation. It portrayed a company called Adobe, which was founded in 1982 and makes software such as Acrobat Reader, Photoshop, and Illustrator. Adobe products are now used by businesses around the world. They have transformed their processes and products to be more customer-centric and offer a better experience for their customers.
Customer-centricity
As customers become more powerful in their purchasing decisions, companies must create more consistency and value across multiple channels and media. To do this, organizations must focus on connecting with customers and providing support. In addition, many customers are opting for an “always-on” culture, meaning that they need access to products and services around the clock.
The key to achieving customer-centricity is to think about the entire customer life cycle, not just the customer’s immediate needs. This means putting the customer at the center of all business decisions and the adoption of internal IT systems. However, customer-centricity is different than product-centricity, which is about focusing on the product.
Culture
Digital transformation in business requires a fundamental change in the culture of a business. It is more than technology; it is a mindset, a way of life and a set of values. This culture guides how the business operates and expresses its most important goals. Here are some key traits to look for when fostering a digital culture in your organization.
The first key trait to look for is the ability to embrace change. A company needs to be able to respond rapidly to ongoing technological changes. It must also be able to develop new skills and leadership styles to adapt to these new realities. While this may seem like a daunting task, it is essential to ensure that the culture is conducive to digital transformation. One recent survey found that 60% of digitally mature companies have effective leadership and a culture that cultivates innovation and risk-taking.
Customer experience
Investing in digital transformation can help businesses increase revenue. The New York Times, for instance, has 3 million digital subscribers and gains $500 million in digital revenue each year. Mckinsey, a consulting firm, has studied the digital transformation process and found that it can lead to up to 15 percent revenue growth and cost savings. It recommends focusing on customer needs and journeys.
It’s also important to ensure that customers are satisfied with the experience they receive. This means providing personalized, relevant content in the format they prefer. Keeping customers happy also helps businesses grow. Developing a strategy that focuses on customer experience should involve all departments and touchpoints, including backend business processes.
Technology
The use of digital technology is an important part of business operations today. For example, it can improve the efficiency of service desks and call centers. As such, businesses must consider all available technologies and adapt to them to improve the customer experience. One example is the rise of social media. Although it wasn’t created as a replacement for call centers, it is a valuable channel that helps companies improve their service offerings.
Digital transformation is a fundamental change in a company’s business processes and structures that allows it to be more efficient and agile, generating new value for stakeholders. It can take different paths, including cloud computing, artificial intelligence, machine learning, and automation. Using these tools in the right way can help companies enhance the customer experience and make predictions about future demand.
