The customer journey of transformation in services
In order to deliver an improved journey, organizations have to, and the phrase is regularly used on software investment, even though there are many definitions of the application of capabilities to products if you want to improve customer value and uncover new capabilities. To successfully initiate a broad improvement program, select the sequence that’s right and don’t forget to recruit change agents, as improving customer experience becomes a bigger component and more and more executives commit their organizations to a customer-experience transformation.
If companies needed convincing, IDC recently reported that organizations are expected to have spent a total of $2.1 trillion on transformation, as anyone not delivering better experiences will undoubtedly have competitors implementing digital strategies for an evolving customer experience. To transform the end-to-end digital journey, you will need to be addressing customers’ unmet needs and streamlining underlying processes through lean and robotics, as well as a unique approach which delivers significant value and consequently transform your performance to the top quartile.
The change is being driven by the customer, which might expect relevant content in the format of their choosing which dictates your strategy if you want to keep up, so your business must embrace an unmatched experience by putting the customer first. The immediate challenges will be deciding where to get started and seeing through customers’ eyes, as well as exploring the benefits that come when companies put customers first, like in many far-reaching business programs. Understanding the challenges of the changing industry dynamics means increasing disruption and requiring engagement, as transforming the end-to-end digital journey can add value while enhancing the customer experience and decreasing the costs of employees, which is why companies can unleash different customer experiences by a customer-centric vision as well as underlying processes.
However, we’re far from digital adoption, as Progress revealed that many companies are worried that it might already be too late, and there’s good reason to worry: 55% of businesses believe they will start to suffer and lose market share from competitive threats, which gives them less than 12 months to transform before they start to lose. Customer journeys cut across traditional organizational boundaries, so it is important to think about program design, decide on a structure for your type of company, and minimize the inevitable resistance, so you can be sure to deliver near-term impact for gaining momentum and identifying the capacity to reinvest.
An approach that is customer-centric is based on research, as a deep understanding of customers helps improvements in revenue, satisfaction and metrics, so when orchestrating the transformation you might want to use an industrial and iterative approach that consists of baseline in the initial phase. The good news is that we’ll explain what digital transformation is and we’ll introduce you to the digital consumer in order to provide him with a better experience, as digital transformation is integrated into all areas, resulting in changes in the value they deliver and changing the way a business provides their customers with an experience wherever they need it.