Digital transformation is compelling companies to consciously shift their mindset and transform their business models so that they can adapt to the new market reality.
What’s worth noticing about this is that it’s not the organizations that are driving the change. Instead, this change is being driven by customers.
Customers are extremely demanding these days; expect relevant content in relation to what they’re doing anytime, anywhere and in the format and on the device they need it. To meet the growing expectations of modern buyers and deliver unmatched experiences, companies need to put the customer first while carving out an organizational strategy. In this blog post, we’ll discuss how organizations can ride the wave of digital transformation using an integrated customers-centric approach.
Customer-Centric Transformation
Organizations willing to transform must have a customer-centric approach if they don’t want their efforts to turn futile. In doing so, they adhere to outside-in approach that taps into customer habits and fulfils their needs in toto. The ultimate goal is to foster a long-term relationship with customers that aims for both mind share and market share.
In short, companies need to define a strategy that resonates with their customers’ behaviors and expectations. They need to comprehend the modern-day buyer, engage with them and deliver on their expectations of multi-channel customer experience. However, this is not easy. As a matter of fact, many companies find it difficult and costly to drive their digital transformation initiatives. Research shows, of the $1.3 trillion that was invested in digital transformation, more than $900 billlion has gone into vain.
So, the question is, why do some customer-centric transformation efforts succeed while others fail?
This happens mainly when organizations do not:
- have access to right integration technology,
- support an agile IT environment,
- and, provide connected multi-channel experiences.
Let’s explore each in detail.
The Best Data Integration Technology
To deliver maximum customer value and transform at the same time, companies need to adopt the right data integration approach that helps them to combine disparate customer data in a unified set for delivering business intelligence and ensuring quality decision-making. In other words, no matter how complex or voluminous customer data appears to be, companies can easily draw actionable insights to deliver better service.
With powerful features such as pre-built application connectors, shared templates, monitoring dashboard, and more, users (including non-technical ones) can integrate customer data, making the process faster. The delays in onboarding can be minimized to boot. Meaning that organizations can rely on modern data integration to onboard customers faster from months to minutes, ensuring delightful experiences and streamlining revenue.
An Agile, Flexible IT Environment
After deploying the integration platform with business user capabilities, companies can inspire IT teams to handle governance and control. The excessive burden on them to create integrations and handle other operational tasks lessens, and they become free to take up more important role while driving digital transformation. This helps organizations foster an agile IT environment, making them easier to do business with.
A Seamless Multi-Channel Experience
There is no doubt that today’s customers are empowered to get what they want, whenever they want, and how they want it. They want their needs to be met faster without any discrepancy. Plus, they are no longer tied to a single channel. Hence, companies need to use an approach that helps these customers savor seamless multichannel experiences. Next-gen data integration allows organizations merge all these interactions together to better serve their customers.
In short, organizations attempting to digitally transform need to formulate a strategy that delivers on their expectations of seamless, integrated customer experiences.