Tags: digital-transformation*

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  1. Digital has completely upended the marketing and advertising world, fundamentally changing the industry as we know it. Now it’s less about campaign-building and more about the convergence of marketing and technology to guide digital transformation.
    https://www.forbes.com/sites/forbesagencycouncil/2018/07/25/true-digital-transformation-requires-a-new-breed-of-agency/#30eb93ad4ff0/
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  2. E-commerce business models are undergoing a dramatic shift. Initially businesses relied on consumers to do the 'heavy lifting' to discover the product and to make the purchase decision. The vendor's role was to ensure that the product was discoverable and — most importantly — available at the geographic location where the transaction potentially would take place.
    https://www.retailcustomerexperience.com/blogs/digital-transformation-driving-the-personalized-retail-customer-experience/
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  3. Every successful company knows that customer experience (CX) is important and that developing and refining it to delight customers is a priority.

    However, there’s often a debate about who should own the customer experience project. Should it be outsourced to a bunch of consultants or subject matter experts? Or should it be managed in-house by a cross-functional team?
    https://techwireasia.com/2018/08/why-you-shouldnt-outsource-your-customer-experience/
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  4. Australian consumers want a faster in-store retail experience complemented by customer service-enhancing technologies, according to a survey conducted by SOTI.

    The international research, which surveyed consumers in Australia, North America, the UK and Europe, delivered some surprising results.
    https://www.technologydecisions.com.au/content/it-management/article/mobile-tech-transforms-the-australian-retail-experience-913187019/
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  5. While it may just sound like a tech buzzword, digital transformation is so much more than that. The digital transformation is a complex and sometimes even daunting process that impacts multiple aspects of your business – all with the goal of creating efficient digital operations. And this process involves not only meeting the demands of changing technology, but also working in a way that adapts to these changes. Is your organisation struggling to keep up? Then keep reading…
    https://mopinion.com/10-must-read-guides-to-digital-transformation/
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  6. Nationwide, which banks 15 million customers in the UK, has enlisted AI from analytics firm SAS to analyze customer interactions more effectively and resolve issues earlier, per Finextra.

    Nationwide's deployment of AI comes amid growing digital transformation efforts from incumbent lenders as they look to reduce operational costs and improve how they service customers. In September 2018, for example, Nationwide announced its intention to step up its digital transformation, saying it would invest a further £1.3 billion ($1.7 billion) on technology, taking its total tech investment over the next five years to £4.1 billion ($5.4 billion).

    Here's how Nationwide deployed AI to identify customer pain points and strategize to resolve issues:
    https://www.businessinsider.com/nationwide-sas-ai-customer-experience-2019-3?international=true&r=US&IR=T/
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  7. A new study from UserTesting should sober up email marketers, and just about anyone involved with the customer experience.

    Of 1,600 professionals surveyed, 85% say their customer experience needs improvement.

    Worse, 44% have never heard of the term digital transformation -- a key part of improving customer engagement -- if you believe the report. And digital transformation ranks near the bottom of present and future trends.

    The study shows that 34% in the process of undergoing a digital transformation. Another 28% don’t know what that is, and 16% are simply not doing it. Only 22% say they are done.
    https://www.mediapost.com/publications/article/333834/most-firms-say-their-customer-experience-needs-a-b.html/
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  8. When we look at customer experience leaders today, it’s not surprising to find they have a number of things in common. From a macro level, we see that many of the individual strategies and tactics these leaders deploy roll up to three high-level areas of strategic focus: customer centricity, operational excellence and digital transformation, and the places where they intersect.

    We see these brought to life in companies of all sizes ranging from hyper-growth startups to some of the most successful technology and financial services companies you can think of.

    The good news is no matter what business you’re in, you can learn from these folks, and apply these lessons to your business as well.
    http://customerthink.com/successful-customer-experience-3-critical-things-cx-leaders-get-right/
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  9. Digital transformation and customer experience go hand in hand. These 100 statistics show the growth and importance of digital transformation, its impact on customer experience and digital challenges and opportunities for the future.
    http://forbes.com/sites/blakemorgan/2019/12/16/100-stats-on-digital-transformation-and-customer-experience/#292960b83bf3/
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  10. By now, most companies have at some level realised that they need to embrace digital transformation. For the most part, however, these efforts are still limited to upgrading IT infrastructure, with very little thought given to the rest of the organisation.

    A more holistic approach to digital needs to be adopted and “the customer” should be given more focus in an organisation’s digital transformation efforts. It is, after all, customer experience (CX), more than any other factor, that sets an organisation apart from its competitors.
    http://themediaonline.co.za/2019/12/what-does-digital-transformation-mean-for-customer-experience-in-2020/
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