{"id":2895,"date":"2023-10-19T18:52:33","date_gmt":"2023-10-19T16:52:33","guid":{"rendered":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/?p=2895"},"modified":"2024-02-22T05:26:40","modified_gmt":"2024-02-22T03:26:40","slug":"digital-business-transformation","status":"publish","type":"post","link":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/blog\/cx-design\/digital-business-transformation\/","title":{"rendered":"Is digital business transformation putting the customer experience first?"},"content":{"rendered":"\n<p class=\"article-lead\">The purpose of digital business transformation should be to enhance customer and employee experience. Building services per user needs gives no reason for your customers to look elsewhere.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"538\" data-src=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2020\/05\/20200504_ux-1024x538.jpg\" alt=\"\" class=\"wp-image-2907 lazyload\" data-srcset=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2020\/05\/20200504_ux-1024x538.jpg 1024w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2020\/05\/20200504_ux-300x158.jpg 300w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2020\/05\/20200504_ux-768x403.jpg 768w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2020\/05\/20200504_ux-1536x806.jpg 1536w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2020\/05\/20200504_ux-1200x630.jpg 1200w, https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-content\/uploads\/2020\/05\/20200504_ux.jpg 1600w\" data-sizes=\"(max-width: 1024px) 100vw, 1024px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/538;\" \/><\/figure>\n\n\n\n<p>Digital technologies \u2013 and how we utilize them personally, at work, and within our communities \u2013 have changed the <a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/focus-areas\/factory-digitalization\/\">face of business<\/a>.<\/p>\n\n\n\n<p>But, the speed at which it occurs is faster than an organization&#8217;s pace.<\/p>\n\n\n\n<p>The digital transformation market is worth <a href=\"https:\/\/explodingtopics.com\/blog\/digital-transformation-stats\" target=\"_blank\" rel=\"noreferrer noopener\">$880.28 billion<\/a>. Global spending on digital transformation is expected to hit $3.4 trillion by 2026. 74% of organizations consider digital transformation a top priority.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What is digital business transformation?<\/h2>\n\n\n\n<p>Digital business transformation exploits digital technologies and supporting capabilities to create a robust new digital business model. COVID-19 forced organizations around the globe to speed up digital initiatives to drive their response to the crisis. Now, the C-suite focuses on prioritizing investments in the right initiatives to fuel future growth.<\/p>\n\n\n\n<p>But is this <strong>digital business transformation<\/strong> priority actually putting the customer experience first?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why digital transformation is essential for business growth<\/h2>\n\n\n\n<p>Digital business transformation is a method of exploiting digital technologies and their supporting capabilities to generate sound new digital business models.<\/p>\n\n\n\n<p>Digital changes in society are highly disruptive, causing us to shop, interact, and do business differently with organizations. Now, we can do everything in a digital space, sign documents, gain education, and coordinate teamwork.<\/p>\n\n\n\n<p>No company, industry, or area of society is unaffected.<\/p>\n\n\n\n<p>Rather than stand still, businesses have sought to transform to gain a competitive edge. To do this, companies try to modify either several components of their business or only one part. Despite there being a lot of emphasis on the distal aspect, the key is not to forget that it is a <a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/blog\/digital-transformation\/focus-on-transformation-to-succeed-in-digital\/\">transformation<\/a> after all.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">These areas for digital business transformation include<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Business processes.<\/strong> One or several connected operations or activities that achieve specific business goals. <a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/business-process-reengineering\/\">Business process reengineering<\/a> is essential to improve internal or customer-facing aims.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Business areas.<\/strong> From human resources, sales, marketing, operations, finance and administration, and customer service.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Business models.<\/strong> How a business functions, from its go-to-market approach and value proposition to how it seeks to monetize. <a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/blog\/business-processes\/business-process-reengineering-bpr-getting-started\/\" target=\"_blank\" rel=\"noreferrer noopener\">Transforming a business model<\/a> aims to tap into new revenue streams.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Business ecosystems.<\/strong> The <a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/blog\/digital-transformation\/how-to-choose-the-right-digital-transformation-partner\/\">partner<\/a> and stakeholder networks of a business. Plus, it will include economic and regulatory factors that impact an organization\u2019s ability to transform. Can a partner continue to integrate with a company that has digitally transformed?\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Business asset management.<\/strong> Typically, it focuses on traditional assets but also on more tangible assets like data and customers. Customers must be treated as an asset in digital business transformation.\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Organizational culture.<\/strong> Understand what culture is \u2013 it\u2019s an employee\u2019s mindset. Your culture should be agile and human-centered. Explore your employees&#8217; pains and gains and how to listen to and understand them better. Only then is it possible to change the culture to be more customer-centric? <strong>If your employees feel cared for, your customers will feel the same.<\/strong><\/li>\n<\/ul>\n\n\n\n<p>It is a holistic transformation, including customer experience, technological innovation, and digital disruption. It is not only a buzzword.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Business transformation<\/h3>\n\n\n\n<p>Any business transformation should have a clear purpose. And that purpose should be the customer and the employee experience combined.<\/p>\n\n\n\n<p>It is easy to see why.<\/p>\n\n\n\n<p>When asked why digital transformation was implemented, nearly <a href=\"http:\/\/www.pwc.com\/us\/en\/advisory-services\/digital-iq.html\" target=\"_blank\" rel=\"noreferrer noopener\">half of all organizations in a PWC report cited customer experience as the main factor<\/a>.<\/p>\n\n\n\n<p>With a better customer experience and increased profits, digital business transformation is the silver bullet to company success.<\/p>\n\n\n\n<p>Yet, alarmingly, only <a href=\"https:\/\/explodingtopics.com\/blog\/digital-transformation-stats\" target=\"_blank\" rel=\"noreferrer noopener\">35% of the companies had achieved<\/a> a successful digital business transformation.\u00a0Furthermore, 78% failed to meet their business objectives.<br>There are several reasons this could be, including putting technology over <a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/blog\/cx-design\/put-your-customer-first-now-more-than-ever\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer experience<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why is keeping the customer experience in mind challenging to transform a business?<\/h2>\n\n\n\n<p>It\u2019s easy to <a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/blog\/cx-design\/put-your-customer-first-now-more-than-ever\/\" target=\"_blank\" rel=\"noreferrer noopener\">forget the customer <\/a>when attempting to transform a business.<\/p>\n\n\n\n<p>A common problem is the scarcity of accurate customer insight.&nbsp;<\/p>\n\n\n\n<p>Customer data is often trapped within business silos: sales, customer service, marketing, even finance. This data cannot be linked to create a holistic view of the customer.&nbsp;<\/p>\n\n\n\n<p>A lack of usable, harmonized data leads to endless discussions about what the customer experience should be, why, and where.&nbsp;<\/p>\n\n\n\n<p>As a result, digital transformation initiatives lose momentum or pivots. Judgment calls lead to futile outcomes.<\/p>\n\n\n\n<p>Businesses view customer experience as either customer service or customer acquisition. They don\u2019t include customer preferences that cater to continuous customer engagement.&nbsp;<\/p>\n\n\n\n<p>Poor <a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/customer-experience-design\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer experience design<\/a> makes the interaction a company provides its customers worse.\u00a0<\/p>\n\n\n\n<p>Efficiencies and productivity gains are the primary reasons why companies seek to digitize. But if the customer does not benefit, the organization will not either.<\/p>\n\n\n\n<p>Ignoring a business\u2019s customers means missing clear opportunities.&nbsp;<\/p>\n\n\n\n<p>Using digital technology should improve brand awareness, customer acquisition, and customer retention \u2013 the overall customer experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why is focusing on customer experience necessary for your business?<\/h2>\n\n\n\n<p>Customer experience is your customers\u2019 perception of a business or brand.<\/p>\n\n\n\n<p>It forms from every interaction a customer has with your business, from navigating the website to talking to customer service and receiving a product\/service they purchased.<\/p>\n\n\n\n<p>Everything (and everyone in it) a business does will impact customer perception. They are influencing a customer\u2019s decision to keep coming back or not.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>A good customer experience leads to your customers spending more. In fact, <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\">86% of buyers<\/a> are willing to pay more for a great customer experience. And according to research from PWC, the more expensive the item, the more they are willing to pay<\/p>\n<\/blockquote>\n\n\n\n<p>Excellent <a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/customer-experience-design\/\">customer experience then is a key to profitability<\/a>.<\/p>\n\n\n\n<p>Delivering a great customer experience is critical for any business. The better customers&#8217; experience, the more repeat customers and positive reviews they will receive.\u00a0<\/p>\n\n\n\n<p>The benefits of achieving excellent customer experience include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>increased customer loyalty<\/li>\n\n\n\n<li>increased customer satisfaction;<\/li>\n\n\n\n<li>increased positive reviews and recommendations;<\/li>\n\n\n\n<li>increased business profitability.<\/li>\n<\/ul>\n\n\n\n<p>There is no single checklist to guarantee an excellent customer experience: a business is unique, and so are its customers.<\/p>\n\n\n\n<p>Before transforming a business, an organization should consider improving the customer experience.<\/p>\n\n\n\n<p>This approach begins with understanding how the business needs to change to deliver improved customer experiences.<\/p>\n\n\n\n<p>Leaders, managers, and employees implement technologies to deliver customer value early on.<\/p>\n\n\n\n<p>The customer experience should lead to digital business transformation, not vice versa.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Final thoughts on digital business transformation<\/h2>\n\n\n\n<p>Digital business transformation offers organizations an opportunity to engage modern buyers.&nbsp;<\/p>\n\n\n\n<p>Companies can deliver a seamless customer experience regardless of which channel or place a customer uses.<\/p>\n\n\n\n<p>That being said, despite the desire to be innovative, not putting the customer first risks sending them to competitors.&nbsp;<\/p>\n\n\n\n<p>Digitization allows you to create an understandable, comfortable customer experience and consistent across channels, products and services.&nbsp;<\/p>\n\n\n\n<p>Digitalization of your services per user needs gives no reason for your customers to look elsewhere.<\/p>\n\n\n\n<p><strong>Enhance your customer experience with digitalization now! <\/strong><a href=\"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/#section-contact-form-1921\"><strong>Share your challenge with us<\/strong><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Digital is changing the way customers interact with businesses. But is digital business transformation putting the customer experience first?<\/p>\n","protected":false},"author":4919,"featured_media":2907,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4],"tags":[],"class_list":["post-2895","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-design"],"acf":[],"_links":{"self":[{"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/posts\/2895","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/users\/4919"}],"replies":[{"embeddable":true,"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/comments?post=2895"}],"version-history":[{"count":20,"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/posts\/2895\/revisions"}],"predecessor-version":[{"id":13356,"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/posts\/2895\/revisions\/13356"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/media\/2907"}],"wp:attachment":[{"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/media?parent=2895"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/categories?post=2895"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/clients.triloogia.ee\/proekspert\/wp-new\/wp-json\/wp\/v2\/tags?post=2895"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}