Today’s customers expect to be able to work, play and live using the latest technology advances wherever they are, on any device and with all the content and information they need available at their fingertips. Successful digital transformation enables businesses to meet those expectations and innovate in ways they couldn’t before.
Digital technologies like artificial intelligence (AI), automation and cloud computing empower companies to reimagine their products, services, processes and operations to better align with customer needs and market disruptions. Companies across industries are applying digital tools to improve business operations, create more personalized experiences and increase productivity. From e-commerce platforms like Uber and Airbnb to telemedicine platforms that connect patients with licensed therapists, digital transformation is making it easier to use modern technologies in any industry.
For organizations seeking to implement a digital transformation strategy, the first step is conducting a thorough assessment of current business processes and identifying opportunities for improvement. To ensure the project is successful, it’s a good idea to enlist the help of third-party experts. Bringing in outside perspectives from consultants or technology providers can save time, money and headaches down the road.
To increase the likelihood of success, a digital transformation initiative should focus on changing domains rather than specific use cases. For example, rather than focusing on a single workflow process, such as answering a customer service call, the focus should be on creating an end-to-end customer journey that includes all aspects of the experience.