Digital transformation is currently in the driver’s seat of your company’s new business model.
A 2020 global survey pointed out that 69 percent of CIOs consider their digital transformation efforts as the principle driving factor for improved customer experience.
The fact that customers prefer a digital-first company over its traditional counterparts speaks volumes of its importance to enterprise growth.
The ongoing pandemic has accelerated this global need for businesses to adopt digital transformation with a view to improve operational processes and deliver value to customers.
According to another study on Statista, the global digital transformation market is forecast to be worth 2.3 trillion U.S. dollars by 2023. This gigantic growth ascent calls for the need to investigate your digital strategy and align your digital objectives, keeping customers at its center.
Companies focus on digital transformation primarily for these reasons:
- Improving existing and new products/services
- Improving customer experiences
- Additional revenue
- Improving the brand reputation in the market
Digital transformation is the torchbearer for chasing these objectives and offers additional benefits such as increased agility, productivity, and better collaboration between key stakeholders.
Not scaling digital transformation into your enterprise’s business model is detrimental to your overall organizational success. Given the current state of the market, the fear of financial losses looms every business that goes against adopting digital.
For the uninitiated, enterprise digital transformation is adopting digital mediums and technologies such as advanced analytics and AI to drive customer-centric business decisions.
In simpler words, it is reimagining businesses in the digital age. That is, with the advent of social media, artificial intelligence, digital commerce, etc.
So, how do you enable digital transformation in your enterprise, keeping customers at its focus?
It’s simple – Perform a holistic health check of your current digital strategy or build one from scratch if you don’t have it already in place.
Customer-centric strategies for digital transformation in 2021
The following strategies tweaked according to your business and customer needs can go a long way in assisting you in your digital transformation journey.
1. Being dynamic and future-ready
The very first thing to do when enabling digital transformation is to acknowledge that change is necessary. Businesses have shifted from brick and mortar to the virtual space; therefore, the business ideology is in for a shift too.
Enterprises looking to transform their business on the digital front shouldn’t be shy to toy with emerging technologies such as Artificial intelligence (AI), Internet of Things (IoT), automation, Blockchain, etc. Not only are they improving their product/service by leveraging the power of these technologies, but they are also embracing digital mediums to communicate their brand values to their customers.
Also, enterprises ready for digital transformation vouch fervently for cloud adoption. This is primarily because agile environments and cloud computing scale an organization’s ability to test applications dynamically and swiftly.
2. Social listening for constant innovation
Customer-centric businesses know one thing for sure.
Eavesdropping on customer reviews will help you develop and add useful product features at each sprint.
If you want to gain an edge over your competitors, you need to get into the shoes of your customer and think-
● How can the product solve this pain-point of the user?
● What added functionality could improve the product’s performance?
● Is the product compatible with the latest technologies?
Constantly improving and innovating your product and taking feedback from digital mediums can help you create a fly-off-the-shelf product. One that customers will like and recommend to others. Through data commercialisation, customer data and their feedback become assets that business can utilize to gain more revenue.
3. Building robust business and web applications
The first step into your digital presence begins with the launch of your website and application. Be it a simple website or a full-fledged e-commerce platform; your digital applications are a window into your brand.
Key requisites for these applications are a crisp and clean UX, UI, and a reliable backend. It is essential to test these features before launching the application. Search engine optimization is an added feather in the cap for getting you on the top of search engines, thereby making you more accessible to your potential customers.
4. Testing applications and infrastructure for quality
Building a reliable tech application doesn’t end with its deployment. Constantly testing your digital app for performance, security, and functionality is necessary to assure its quality and dependency.
The looming question that occurs is: How is quality assurance tied to a better customer experience? Are they related at all?
The answer may take you by surprise.
A software quality assurance test is perhaps the most crucial step when creating a customer-centric product. Quality assurance is the key to attracting new customers and retaining them. It is a prerequisite for businesses that remain resilient and flourishing. Quality assurance is an extremely important facet of enterprise digital transformation, which should not be evaded at any cost.
5. Leveraging the power of data
Data is the fuel that ignites both young and established businesses for continued success. When used smartly, data is powerful. It can be used for three main purposes:
- To understand your customers better- who they are, what they do, their spending capabilities, their likes, dislikes, and other attributes.
- To direct your marketing efforts at them.
- To improve your product quality and create a better experience for them.
To evaluate customer preferences and tastes, many businesses often rely on CRM software. The Customer Relationship Management tools, in sync with your app & analytics, help in recording and accessing important customer data from your application’s database. You can now picture a 360-degree view of your ideal customer, leading you to create a better product, add important functionalities and market it to the right audiences.
Summing it up:
Enterprise digital transformation is vital to coping with renewed business challenges, especially one that focuses on creating better brand experiences for customers. Engaging in customer-centric business processes and staying abreast with the latest digital trends can help you swim through the swamp of competitors and create popular brands and products.
In addition, quality assurance optimized applications, and the availability of reliable software play a central role in shaping customer experiences in the modern age.
If your business is already on the digital transformation journey, you will need to stop and perform quality checks along the way, looking for loopholes in your transformation strategy. A team of experienced software testing professionals can guide your quality control and help you understand the most important aspects of your business application that you may have overlooked.