- Enhanced Business Alignment
- Enhanced Automation and Productivity
- Enhanced Data Intelligence and Decision-Making
- Improved Customer Experience and Customer Confidence
- Improved Organizational Agility
- Improved Ability to Attain Market Growth
This chapter is from the book
This chapter is from the book
This chapter is from the book
Improved Customer Experience and Customer Confidence
One of the foundational objectives of digital transformation is to foster a shift toward establishing a customer-centric culture, resulting in improved relationships with customers, attracting new customers and supporting all of this via enhanced automation.
Customer-centric solutions have the potential of capturing the interest and enhancing the satisfaction and confidence of customers.
This brings with it several core benefits, including:
increasing the speed at which customers are served by reducing the time-to-value of services
improving the effectiveness with which services are delivered to customers by enhancing their quality
increasing the “warmth” of the customer experience
improving customer confidence and loyalty by maintaining on-going relationships with customers beyond individual transactions
Digital transformation solutions aim to achieve these improvements by being designed, from the ground up, with customer-centricity in mind (Figure 4.5), as further explored in Chapter 6: Realizing Customer-Centricity.
)
Figure 4.5 Digital transformation solutions are designed to be customer-centric so as to enable customers to interact with an organization in new ways and to make the customers’ experiences as positive and effective as possible.