Digital transformation is essential. KPMG report “CEO Outlook 2020: COVID-19 ” shows that 80% of the business leaders have stepped up their transformation programs during the lockdown period.

Companies are pursuing digital transformation to help them automate their systems, increase efficiency and effectiveness, save money, and grow business.

What is Digital Transformation?

“Digital transformation is the integration of digital technology into all areas of a business, resulting in fundamental changes in how a business operates and the value they deliver to their customers.” (SuperOffice)

Companies’ only way to create highly engaged customers with consistent experiences is to transform digitally.

How did digital technology transform consumer habits?

For marketing teams, digital-first means reducing your spending on offline marketing activities such as TV ads and billboards. Your customers expect targeted messages and personalized experiences, which can only be achieved through a data-driven marketing strategy.

You need to use digital channels to execute search engine marketing, account-based marketing, and email marketing strategies.

For B2B sales teams, social selling replaced cold calling. Instead of waiting for the customer to come to you, you reach out and build a relationship with them. You can do this by sharing relevant content to educate your customers and offer solutions to their problems.

For customer service teams, digital-first means being proactive. Your customers use a wide range of channels to ask for support. You need to reconsider the ways you can help them. Social media, reviews sites and communities are all part of the customer service cycle.

Two key steps to a successful digital transformation

Customer Experience

Digital technologies transformed customer expectations, resulting in a new kind of modern buyer. 

To keep up with the new kind of “always-on” customer, you must embrace technology to deliver an outstanding customer experience.

Customers evaluate organizations on their digital customer experience. You need to have a digital-first mindset and rethink how you interact with them.

Customers are happy for organizations to use their data, only if they will provide a unique experience.

You need to offer them targeted messages regarding their individual preferences, which results in a more personalized experience. They want to be treated as unique individuals.

To leverage this opportunity, you need to invest in CRM. You can’t treat your customers as individuals without CRM. It helps you store and analyze customers’ data based on their previous interactions with your company.

Customer Journey

If you’re looking to enhance your customers’ overall experience, you need to reimagine the customer journey.

You need to provide relevant content concerning what your customers are doing anytime and anywhere online. It’s their journey that directs your strategy.

Delivering the right message to the right person at the right time is a key success factor in this digital age. 

Machine learning and automation allow customers to get what they want exactly at the moment they need it. Customers are used to getting what they want, whenever they want it. Companies need to offer responsiveness, personalization, and availability to their customers if they want to win in the long-run.

Artificial Intelligence plays an important role in trend spotting and predicting changes in markets and customer behavior. Companies are using AI to take customer segmentation, personalization, and targeting to take things to the next level.

Implementing digital transformation in their business strategy will offer organizations an opportunity to exceed customer expectations with seamless customer experiences.

Have you started your digital transformation journey yet?

At Response DGA, we create a digital growth marketing strategy that is not only innovative and market-leading but, most importantly, delivers commercial success. Would you like to discuss a full-funnel digital growth campaign?