In digital transformation, the client experience is critical, and incorporating digital technology into business operations and corporate culture has radically changed the consumer experience. But the point is that every organization appears to be undergoing a “digital transformation,” but it’s difficult to define and even more challenging to implement.
What lies at the basis as marketers, digital practitioners, and technology experts gather to discuss “how will we transition our marketing to digital,” “how will we turn into a digital go-to-market strategy,” or “how will we become a ‘digital-first’ company?”
It entails employing technology to develop new or adapt existing business processes, work cultures, and customer experiences to focus on more product-led, customer renewal, and retention-led growth. In a word, it facilitates the job of merchants, staff, and consumers. With the digital revolution in place, most industries, businesses, and institutions worldwide have begun to embrace various digital technologies based on their line of work.
Why Is Digital Transformation Important?
There is no such thing as online vs. offline in today’s industry. It’s all business. And your consumers anticipate the same brand experience from your company. It doesn’t matter if it’s online, in-store, mobile, or over the phone. While the era of big data may have buried us in zeros and ones, there is a significant difference between obtaining the proper and incorrect analytics to make strategic judgments. Great customer experiences require measurement to improve, and historically, many metrics and reports have been isolated and impossible to connect for decades in many situations. Here are some of the reasons why digital transformation is vital in today’s world:
- Digital transformation lowers time spent on processing, lowering manufacturing costs.
- It offers company mobility and remote control of your activities, resulting in decentralized production.
- The emergence of new prospects for a specific firm due to digital transformation increases income streams. Companies can create new products and services since they can quickly reach their location.
- Digital technology boosts the market’s ability to respond quickly to changes in demand.
- Productivity and operational tasks are made more efficient and faultless using digital technologies.
Current Digital Transformation Trends that are Enhancing Customer Experience
With the introduction of web browsers such as Netscape and Internet Explorer in the mid-1990s, the digital revolution of business began. However, trends and technology have come a long way. According to research, modern clients prefer a continuous connection to a succession of separate transactions. Customers that have a personalized and emotional connection to a company have three times the lifetime commitment value and are three times more likely to promote their items to others.
The following are a few current digital developments that are assisting businesses in improving and personalizing their client experience.
1. Creating a more personalized digital consumer experience
Customers’ names should be recognized to personalize the digital consumer experience. It will improve the interaction on a more personal level, and customers will relate more, which will increase sales. Buyers are also more inclined to acquire if the corporation is aware of their previous purchases. You may also make suggestions based on the purchasers’ previous purchases; this will get them more interested in the brand.
2. Create a multi-channel platform to improve the consumer experience.
Customers like to feel at ease so that new encounters on different platforms feel like an extension of the same trip. We are all aware that happy customers are good business and that customer service quality and experiences are the foundation. According to one research, establishing a seamless multi-channel experience for clients boosts customer happiness and loyalty.
Creating multi-channel also helps the organization save money in the customer service department since happier customers imply less volume for customer care, which lowers the cost of resolving issues.
3. Increased Automation
These automated methods are accessible at all times, are less prejudiced, and are rapid. As a result, these solutions improve the whole digital experience of the client. You may automate your business by using the following measures.
4. AI implemented Cashier-less Stores
Using AI technology to simplify the checkout process, making it easier for customers to make in-store transactions. AI technology follows and registers what customers pick up and eventually pay them for as they leave the shop.
5. IoT integrated RFID Tags
When things are removed from a shelf or rack, sensors can read RFID tags to provide real-time inventory management. RFID-enabled smart mirrors can enhance the client experience. Smart Mirrors in this location scan RFID tags to present shoppers with more product information and the ability to request new sizes, call store assistants with ease, and even identify complementary accessories or things to go with the look.
6. IoT integrated Personalized Discounts
IoT devices may also be used to deliver discounts to customers when they enter a store for things they saw on the store’s eCommerce platform. Small Bluetooth devices are being used to provide location-based notifications to cell phones. When a consumer is near a business and has already downloaded the store’s app, this technology allows retailers to broadcast discounts, special event notices, or other reminders to them.
7. Mobile-First & Omnichannel
Providing a unified shopping experience is important to the digital shift. Customers always want to browse around your applications effortlessly, and customers may use a mobile app to place and even pay for in-store orders. You will be in a better position to satisfy consumers’ expectations and use valuable data to supply them with more relevant and customized offerings if you create omnichannel experiences.
When an app guides its users, it indicates that the software is customer-centric, focusing on giving value to consumers and making their lives simpler. Easy-to-use software provides a positive customer experience and aids in creating credibility with the consumer.
Making Customer Experience more human and personalized
Keep in mind that your consumers are people, and you must maintain the human factor in this age of digital customer experience. The digital transformation entails far more than simply launching an eCommerce platform, it is about transforming the physical shopping experience of customers. Every human being enjoys interacting, and you may use these technologies to create a more human experience.
1. AI integrated Chatbots
As an AI application, Chatbots have the potential to increase the ability to engage with consumers at all times and from any location. Chatbots can help you meet a critical requirement by addressing client queries. This form of customer service might be boring for people who get weary of handling the same queries repeatedly. On the other hand, Chatbots do not fatigue and can deliver the same high-level customer care across different channels 24 hours a day, seven days a week.
2. At-Home AR/VR Experiences
Customers may engage with a 3D visual version of a product using AR technology. You may use augmented reality (AR) technology to help customers see your items in their homes, and it will immensely delight clients and improve their overall experience tenfold.
3. In-Store AR/VR Experiences
You may employ an augmented reality app that offers customers extensive video material related to a specific product when used in their stores. Companies are using VR to improve the buying experience, and customers may use VR stations to examine items in virtual surroundings, which cannot be recreated in the real world. AR and VR technology have the potential to help you overcome the hurdles that hinder clients from completing purchases.
There are various customer service and contact centers problems, but you are no longer limited to waiting for the phone to ring or fax to arrive. It is not enough to be reactive when it comes to digital transformation, and it’s about being proactive in how you assist your clients, who seek aid through a variety of media. Social media, review websites, forums, and communities are now part of the customer service ecosystem.
Organizations can engage contemporary buyers and deliver on their expectations of a seamless customer experience regardless of channel or location by embracing digital transformation. Companies must carefully consider establishing a digital transformation plan in today’s fast-paced, always-connected, always-on culture. So, if you want to reach out to new clients while also retaining existing ones, you must execute one.