The world around us is increasingly digital and data-driven. While this was an existing, growing trend, the pandemic turbocharged the move to online from face-to-face interactions.
This makes digital transformation vital to how every organisation operates and interacts with its customers for four main reasons:
So, why do some companies successfully adapt to change and embrace innovation, while others fail to transform to meet shifting customer needs?
This guide provides companies who are looking to transform the customer experience with ways of structuring their programme to unlock the benefits of digital transformation.
Get started by following the right process
Digital transformation is a major undertaking. It involves everyone in your organisation. It can lead to major change in how you operate and how employees do their jobs. Therefore, to increase the chances of success, it is vital to plan, manage, and measure carefully.
Techniques such as data-based decision making, that builds on the vast amount of information generated by the contact centre and the visible use of interactive tools also more than double the likelihood of a transformation succeeding.
SPRO is a logical framework that covers all components and stages and helps manage transformation projects.
Strategy: Firstly it is vital to start by understanding your objectives and setting your strategy.
Process: Then, look at how you are going to implement your strategy. Understand which processes will be involved and how you will operate differently going forward.
Resources: Generally, this falls into two areas – people and technology and can require a major shifts in mindsets and behaviours.
Organise: Once you have set strategy, identified processes, and selected the resources you require, you need to plan how you will run the programme and support your employees.