Digital Transformation – The Driving and Success Factors

May 31, 2021

All business innovations are customer-driven and digital transformation is no different.

Current day customers want to be “always connected” and expect relevant content anytime, anywhere, and on the channels of their choice. Therefore, the customer choice dictates the business strategy. Technology is evolving based on this demand and businesses are embracing these technologies to deliver an unmatched customer experience and create long-term customer relationship.

What is Digital Transformation?

The integration of digital technology into all areas of a business is fundamentally changing how a business operates and how they deliver value to their customers.

According to a research conducted by IDC, before the end of 2021 two-thirds of the Global CEOs from 2,000 companies will shift their focus to more digital strategies to improve the customer experience.

Customer-centricity is then the main driver for digital transformation. We can therefore, see significant innovation in the field of Customer Communication Management (CCM) and Customer Relationship Management (CRM.)

In this blog, we will explore some of the reasons for this driving force.

The Drivers of Modern CCM & CRM

A study by Aspire shows a 70% rise in the focus on the customer experience and engagement. Some fascinating trends in the priorities are motivating a shift to enterprise CCM. Businesses today are recognizing the value of CX-centred communications with regards to even bills and statements. Previously these used to be done by the Operations departments with the primary focus on cost management, efficiency, and risk management. While offering all these, digitization is making it faster, more efficient and engages the customers as well.

Customers now expect instant access to relevant and personalized information and want to be constantly aware of changes and progress. So the corporate priorities are also shifting to match it. In addition, with increased competition the customers have numerous choices. Therefore, customer experience is an increasingly important metric for customer loyalty in B2C communications and business.

Challenges Solved by Digital Solutions

Every business faces some logistical issues in terms of maintaining a great customer relationship and communication. The digital solutions in these areas solve some basic roadblocks and create a smoother customer journey. They provide:

• Relevance: Provides a single view of customers from the wealth of data concerning preferences and purchase history through data analytics. It helps with relevant data that is accessible from a centralised database. Implementing a CCM solution means accessible data instead of scattered ones across legacy systems helps in more sophisticated customer communications and the right tools help businesses to have the customer insights they require.
• Customer engagement: Effectively engage customers through relevant messaging strategy, change routine communications to attractive, make good use of one on one communications on monthly bills, new products, statements, and other documents. These organizations can boost conversion rates and maintain personalization.
• Connect: Create connections between clients, partners, and employees. Companies are driving greater “field productivity,” by allowing employees to access and share information anytime from any mobile device. The options for connectivity create faster delivery. For example, sales reps can use their smartphone and offer an immediate quote on any additional work. Even the financial data is at hand to be shared in a board meeting for strategic planning.
• Resonance: Businesses can create an impact in the market using Artificial Intelligence (AI) to automate manual and repetitive tasks.

Partnering with the right solution providers help you to embrace the power of technology in your business.

DBP’s CCM solutions help create a value-driven customer journey leading customers to become loyal ones.

Additionally, DBP can help you successfully leverage Quardient Inspire’s multi-channel customer communication from a single platform by seamlessly integrating your legacy applications at the backend.

Interested to discuss more, please feel free to contact the author at ashish.bhalla@dbppl.com

About Ashish Bhalla

Ashish has almost 30 years of industry experience in a wide range of business solutions primarily focusing on end-to-end customer experience management. He is the founder and CEO of Digital Business People (DBP), an omni-channel customer experience management company headquartered at Singapore with it’s development and delivery centers in India.