Many businesses adopt an excellent digital transformation strategy but are left stranded when they realise they do not have the technology or skills needed for implementation. Out of the 90 percent of businesses that believe they have a digital strategy in place, only about 14 percent also have the tools needed to deliver that strategy. Additionally, many businesses approach their strategies from less effective directions. Methods like mapping the customer journey and investing in digital channels are being ignored in favour of emerging technologies like chatbots, artificial intelligence, IoT and hyperpersonalisation. The danger is that these automated tools are impersonal and unconnected, and combined with fragmented channels, data and processes, they lose that customer-centric approach and adaptability that is necessary for customer experience.
For the above reasons, the customer experience (CX) geniuses at Oracle have developed an efficient and pragmatic approach to set your digital transformation on the right path.
- Step 1: outline the digital vision
You need to ask yourself some fundamental questions through a digital assessment. What are your reasons for transformation? How do you want the business to be perceived, both online and off? How will your business model change with digital implementation? What would your ideal customer experience entail? With the answers to these questions, you will have a digital vision to move forward with.
- Step 2: map the digital customer journey
Next you need to determine how far your business needs to reach or grow to meet your digital vision. To do this, you can use customer journey mapping. Identify each possible stage along the customer journey from the customer’s perspective. By mapping your customer journey you can get an effective perspective on how and where you can add value and identify where the priorities are.
- Step 3: determine your digital maturity
Your digital maturity assessment will offer insight into where the gaps are between technology and productivity, and sets the pace of your digital transformation process.
- Step 4: review digital capabilities and data
Review the digital capabilities and data sources that you need for an integrated digital business platform. Integration removes gaps in your infrastructure and provides a seamless and efficient customer experience, without fragmentation of apps and data.
- Step 5: building your customer experience transformation roadmap
You now have all the knowledge for a clear and actionable digital transformation. Your roadmap should provide the next steps for implementation and organisation, with an outline of the digital architecture you need and a progressive plan to evolve and transform.
A platform is more than just the technology; it represents a customer-centric approach and the ability for innovation and adaptability. Transformation is possible when everything – people, processes, data and tools – are on one platform to allow smart interaction between customers and employees. For more on how transform your business digitally, contact the experts at HeadByte