Adopting and adapting to digital is crucial for businesses across industries to compete and succeed. But it can be difficult for many to navigate their way through digital transformation to connect with customers and have an influence online.
With digital disruptors snapping at the heels of many industries (just think of travel sector transformer Airbnb and audio disruptor Spotify) success will come to businesses that ensure their staff has the necessary digital skills to future-proof a workforce. Essentially any transformation must be woven into the fabric of the company and championed by senior leaders to have the greatest impact.
Unfortunately, many businesses are falling behind. Some think they are too late to get started. According to Boston Consulting Group, only 30 percent of companies navigate a digital transformation successfully. And it’s only going to get harder as digital technologies keep evolving and customers will leave behind brands that don’t operate online – whether that’s for customer service or ecommerce.
In this article, we look at the workforce and business benefits of digital transformation and offer ways to help you get there faster.
Transforms Customer Experience
The world’s obsession with the latest technology, social media and apps revolve around a desire for an easier life. People want valuable solutions to their problems. More importantly, they want it fast.
The experience of customers is at the heart of digital, especially for customer-facing industries such as government, healthcare, manufacturing, and retail. As a result, the primary focus of digital transformation is to use cutting-edge technology to improve the customer experience.
‘Leading in the Digital Era’ from Harvard Business School revealed the objectives of digital transformation based on responses from senior executives and customer experience came out as number one followed by technology infrastructure.