Digital transformation has long been a buzzword among business leaders who have put it at the top of every agenda for the last decade.
In technical terms, it is the application of digital technologies like mobile, data analytics, and smart devices to reinvent customer relationships and business processes. To illustrate its importance, worldwide spending on digital transformation related technologies and services is expected to approach $2 trillion by 2022 according to IDC.
http://minutehack.com/opinions/digitally-disrupting-the-customer-experience/
If you’ve been in business for any respectable amount of time, you know something really, really well: Your customers don’t care how your business operation is structured, or how complicated it is for you to deliver great support. They just crave an experience that gets their job done quick and fast. And they want it now.
https://venturebeat.com/2018/06/29/the-holy-grail-of-the-perfect-customer-experience/
Kris McKenzie Senior Vice President and General Manager for EMEA at Calabrio explains to Information Age how having access to data and effectively utilising it to drive strategic business initiatives and deliver a stellar customer experience are two different things.
http://www.information-age.com/data-business-initiatives-customer-experience-123472182/
Widespread digital disruption has compelled companies in the home improvement category to think critically about their future and the competitive advantages that will propel them to success. Increasingly, that advantage is delivered through the customer experience.
https://www.bizjournals.com/atlanta/news/2018/05/01/the-customer-experience-revolution-hits-home-with.html/
Microsoft principal founder Bill Gates once said, “If your business is not on the internet, then your business will be out of business.” That statement certainly made a lot of sense when the famous philanthropist and business magnate utter those words in the 90s. However, today, being on the internet is not enough to ensure the survival of your business.
http://customerthink.com/5-critical-components-of-information-technology-that-will-make-or-break-your-business/
If marketers want to upgrade their customer experience, they will have to take a hard look at revamping their data analytics.
According to an Econsultancy and Adobe survey of client-side marketers worldwide, 65% of respondents said improving their data analysis is a very important factor in delivering a better customer experience. That was the most popular answer for the second year in a row, up from a 63% response rate in 2017.
https://www.emarketer.com/content/better-data-analysis-is-critical-to-improving-customer-experience/
Despite the priority Chief Information Officers have given analytics and their deployment over the past three years, a recent survey carried out by Gartner shows that 91 percent of organizations are still struggling with analytics. The global survey asked respondents to rate their organizations according to Gartner's five levels of maturity for data and analytics.
https://www.cmswire.com/analytics/9-things-holding-back-your-data-analytics-strategy/
