The quality of the customer experience that a company delivers is an essential component of contemporary business. The amount of innovation and rise in the quality of the experience that the firm gives to its clients are closely tied to the development and success of a business.
McKinsey says that a digital transformation of a company’s customer experience could boost sales by 20 to 50 percent.
The digital customer experience provided by the most successful organizations is driving a change in consumer expectations as well as the fulfillment of their requests. The success of many of the world’s largest corporations depends on their ability to effectively use available technology, such as the Docker registry by JFrog.
The New York Times is an example of how digital transformation is resulting in higher revenue. Over the previous 15 years, newspapers have lost more than 70% of their advertising revenue. The New York Times, on the other hand, has three million paying subscribers and earns half a billion dollars in digital revenue annually.
Here are the key strategies for implementing digital transformation to improve your customer experience.
Include Customer Service Early and Frequently
As agents have direct contact with clients, they have a unique and clear perspective on the whole customer experience, as well as how digital technologies may help or hinder operations.
Customer service executives should allow their staff to provide feedback on what they need to do their tasks most effectively. Everyone who works on behalf of the client, from service agents to middle- and back-office activities like fulfillment and invoicing, should be included.
Once the solution has been created, training and ongoing enablement are required. Any new technology will have an initial learning curve. Furthermore, it may be particularly difficult for customer service teams to get acquainted with and integrate new technology and practices that affect the whole organization while continuing to meet client requests. If you want your digital transformation to be a success, you simply cannot afford to skip a critical step like ensuring that you have the time and training to master the new technology.
To sum up, it is critical to have a system for continuous feedback that is accessible and to have an open line of communication with the teams that are using the new technology to understand how effectively it is operating. It is key to developing a method for gathering input from both staff and customers to ensure that any challenges with implementation are addressed quickly and that the solution can be sustained over time.
Determine What Is Most Important
One of the most common reasons why digital transformation programs in customer service fail is a misalignment between an organization’s goals and objectives and the technology investment. If you want your digital transformation to improve the customer experience, you must go beyond just enhancing operational processes and instead focus on the factors that have a direct and quantifiable impact on both the consumer and the organization.
At the end of the day, digital transformation should result in smooth and pleasant experiences for consumers and staff.
The operational success indicators must give way to outcome-based metrics, such as whether a customer purchased or upgraded as a direct consequence of their interaction with customer service. Did they recommend new customers? Is there a greater need for them? These metrics emphasize outcomes and are linked to corporate objectives. To understand how the total experience influences company outcomes, it is critical to look at the client’s entire experience with the products and services, not just the interaction with the customer service department.
Implement Change Management
The settlement of a customer issue or complaint often involves many teams and goes beyond the scope of customer service professionals. These teams might include anything from marketing and product development to finance and procurement. When investments in digital transformation result in a change in how the customer service team performs its duties, it almost usually suggests that there will be a ripple effect across the whole organization.
Every team that is working to meet a customer’s request must have a good understanding of how digital transformation initiatives will affect the work that they conduct. Take the time to clearly and concisely summarize the new technology installations, concentrating on how and why the new technology will help the organization. If you do not properly manage change, you risk meeting internal hurdles such as intentional resistance or ambiguity about the aim or details of newly introduced practices.
