“Innovation needs to be part of your culture. Consumers are transforming faster than we are, and if we don’t catch up, we’re in trouble.”-Ian Schafer
There has been a great shift lately in technology in what could be deemed an IT revolution. It is starting to alter the way we live, work and relate to each other. Companies have seen an increase in mobile business and they feel the urgency to reassess their plans and update their resources to appeal to their customer base. This shift is known as digital transformation and the speed in which it is taking over is something we have never seen before.
There is however a driving force behind digital transformation and it’s is the Internet of Things (IoT), which consists of intelligent solutions for customers. It is important to come up with a plan that is clear and concise regarding ways to improve our business.
Microsoft has identified four core pillars of digital transformation which consist of:
- Engaging Customers
- Empower Employees
- Optimizing Operations
- Transforming Products
It’s almost back to basics but with a new twist; you need to demonstrate to your clients that you are listening and understanding their needs. To understand their needs, you need to engage them to be able to collect the information needed to improve.
You should examine what defines success and then begin by altering your current structure to then begin to enhance them. With customer engagement, you can begin to determine new ways to:
- Approach customer centricity across the company
- Personalize interactions with clients
- Use data to understand what they want/need
- Partner marketing leaders with IT to select the most strategic solutions
This is the time to re-evaluate how customer engagement fits your organization and then find the channels your clients are using to discuss their research. It’s important to acknowledge the role of social media in today’s business reality which will be important for you to listen to. You should also mine existing data to create a full 360-degree view of customer relationships and create a roadmap to take you through each step to better engagement.
There are four pillars to fully reaching digital transformation but to be successful you need to put equal importance on each one. If you don’t empower your employees to get on board with really fulfilling customer satisfaction, your data will reflect that but ultimately you will remain stagnant.
For more details and really helpful material on how to transform your business, download the e-book Your Roadmap for a Digital-First Business (Transformation at Microsoft).