Digital transformation is more than just technology – it’s about reinventing the customer experience.
According to PWC, nearly half of all companies said improving customer experience and customer satisfaction were the leading influences to start a digital transformation. A Gartner study in 2018 projected that by 2020 more than 40% of all data analytics projects would involve customer experience.
Digital transformation doesn’t happen over one meeting. It’s a long strategic journey that requires precision in planning, digital-savvy leadership, and adaptable innovations to drive business growth.
What Is Digital Transformation?
Digital transformation is a process and it’s not easy for any company. Before getting started, there are two important factors for your digital transformation strategy:
- Reimagine the customer journey: It takes data-driven strategy and digital expertise to restructure customer experiences through new technology. Companies need to have the digital competency and knowledge to build a structure that is flexible enough to adapt to future technologies.
- Customer engagement with technology: It’s important to plan how you will use technology to engage with your customers. Companies can establish an omni-channel system to connect all communication channels or incorporate AI innovations to understand how customers are engaging with your brand.
There are multiple ways to approach digital transformation, especially when there are so many people developing new technology around the world every year.
In this article, we will explore the latest digital transformation innovations from some of the biggest brands.