Digitalized Customer Experience
In order to maximize customer satisfaction and life-time revenue from customers, apart from the data that they collect form their consumers, organizations should also look into the digital footprints that customers have left outside the organization to acquire customer intelligence and enhance engagement to provide personalized products / services to individuals.
In a world where customers expect to engage with the organization 24/7 from all available channels, offering an Omni channel experience to customers is key as a part of the DT strategy of an organization.
Digitized Product & Services
Customers buy experience not just the product / service hence organizations should focus on selling to customers a journey or experience rather than a product /service. By enabling the product / service to digitally interact with the consumer, the organization can gain valuable insights about the consumers and the products / service in use giving the ability to augment both the product / service and consumer experience.
Automating operational processes make organizations cost-efficient and agile. Agility is an essential characteristic for an organization due to increasing uncertainty, changing competitive landscape and changing business environment that obligates organizations to act faster.
Organizations need to achieve a new organizational model which involves human and machine together and encourage human resources to move into processes that are about designing, auditing, and innovating rather than operating processes.