Customers’ expectations of digital experience have become more dynamic, and businesses are adopting a connected digital business strategy to accelerate intelligent digital transformation.
Adopting a digital strategy that enables the market to change the flavor of online competition across industries is imperative. The best way forward is seen as one that embraces an outside-in 360-degree business model with a customer-centric view to stay ahead of the competition.
What is digital transformation?
Digital transformation is the integration of digital technology into all business areas and business processes, leading to fundamental changes in how a business operates and the value it will deliver to its customers.
To put it simply, it is about changing the way a business interacts with its customers and how it provides them a consistent experience whenever, wherever they may need it.
In this blog, however, the focus is mostly on the digital solution components of the business aiming for a successful digital transformation.
Importance of thinking digital-first
Being digital-first is not only about implementing new technologies, it also requires you to rethink how you interact with your customers.
For marketing teams, digital-first means reducing expenses on offline marketing activities, such as direct mail and TV ads. Today’s customers expect highly targeted messages, which can only be achieved by harnessing big data to craft a marketing strategy. Your business needs to use digital channels such as email, social media, sentiment analysis, organic search, and website tracking to target customers and improve engagement and brand value.
For sales teams, being digital-first may mean replacing cold calling with social selling and proactive customer outreach. Your customers are already active on social media, various online sites, and mobiles, and that’s where businesses have shifted their focus.
Mining customer analytics to track and better understand customer behaviors and needs can help in converting customers by enabling decision-making through subtle but persuasive selling. Educating customers about your brand via case studies, testimonials, research articles, and about your products/offerings that would interest the customer, guiding them, and positively influencing their buying decision – can be some of the effective online sales tactics.
Starting a relationship with customer acquisition and ultimately building upon that relationship can drive the customer lifetime value gained by the business. Loyalty programs, discounts, and partner deals are some effective sales initiatives adopted by successful businesses.
Being digital-first means customer service teams are no longer being reactive. It’s about being proactive in the way you help your customers, who use a wide range of channels to seek out answers to their problems. The customer service ecosystem has expanded to include social media, review sites, forums, and communities.
To delight the new, modern-day buyer, your business needs to think and act digital-first too.
The intelligent approach
Nearly half of all organizations cited online customer experience and customer satisfaction as their leading influences when asked about the factors influencing a business’ decision to implement a transformation strategy. The companies that transform digitally end up creating highly engaged customers.
Engaged customers are:
An MIT study found that companies that have embraced intelligent digital transformation are 26% more profitable than the competition!
This is a huge opportunity to boost revenues, and companies should be taking advantage of it by investing in digital business transformation.
Understanding the customer
The online customer is calling the shots. But, to deliver an improved online customer experience, we first need to understand who this new kind of customer is.
Digital technology has transformed consumers’ habits. Customers now get what they want almost exactly when they need it because of mobile devices, apps, machine learning, automation, and much more. Furthermore, these new digital technologies have caused a shift in consumers’ expectations, leading to a new kind of modern online buyer. They’re constantly connected, app-native, and well aware of what they can do with technology.
Because of the opportunities that arise from modern digital technology and processes, customers now rate organizations on their online digital experience first.
Introducing the digital strategy partner…
“Applying a sound digital strategy enables digital transformation to achieve digital maturity”
A digital strategy consulting partner can help present a deep understanding of and appropriate use of various digital elements (e.g. virtual assistants, site accessibility & performance, high search maturity and personalization, speech recognition ) that influence customer gain/loss along with presenting new trends in emerging technologies.
Choosing a vendor with a rich portfolio of digital services and domain expertise is a key criterion. This will help establish a digital transformation program with a cohesive approach aimed at rapidly harnessing the vendor’s capabilities across the connected digital – i.e., in web analytics, user experience, digital marketing, content strategy, and management alongside the integration of ecommerce, mobility, AI, and new-age technology solutions.
TA Digital and intelligent transformation of the customer journey
To transform the end-to-end customer journey, our experience management specialists at TA Digital help clients revamp either the core user experience design or the entire one. This is driven via the identification of customer personas and product portfolios to address the major pain points and unmet needs of the customers.
Our team of digital strategists, analysts, and engineers would not only bring in intelligent market insights and partnership in the deployment of digital technologies but also would aid in streamlining underlying processes through agile and automation techniques.
Our digital strategy framework
Having established a rich digital services portfolio across Web Analytics -> User experience/IA/Mobility -> CMS -> eCommerce -> Marketing Automation -> CRM -> Personalization, the Digital Strategy framework at TA Digital has naturally evolved to leverage industry knowledge to provide value-based consulting for our clients.
We have formulated a framework that is inclusive of market, industry, technology, process, people, and cost considerations to easily help clients break down the pain points and gaps in the existing digital environment, thus recommending a roadmap in implementation of precise areas of improvement.
Our assessment and recommendation approach has been instrumental for clients to quickly arrive at an optimal and weighed plan towards digital transformation.
Contact our industry experts for guidance in selecting the right CMS for your business and improve your customers’ Digital Experience. || Talk to our Digital Marketing and Artificial Intelligence specialists to learn how you can increase your retention rate and close sales.
At TA Digital, we reimagine the end-to-end digital journey of customers in multiple industries to deliver significant value. We have helped our clients overcome widely-faced challenges and add value in four crucial ways:
- Enhancing the customer experience
- Augmenting competitiveness
- Increasing revenues and
- Decreasing the cost of operations
About TA Digital
TA Digital is the only global boutique agency that delivers the “best of both worlds” to clients seeking to achieve organizational success through digital transformation. Unlike smaller, regional agencies that lack the ability to scale or large organizations that succumb to a quantity-over-quality approach, we offer resource diversity while also providing meticulous attention to the details that enable strategic success.
Over the past 20 years, TA Digital has positioned clients to achieve digital maturity by focusing on data, customer-centricity and exponential return on investment; by melding exceptional user experience and data-driven methodologies with artificial intelligence and machine learning, we enable digital transformations that intelligently build upon the strategies we set into motion. We are known as a global leader that assists marketing and technology executives in understanding the digital ecosystem while identifying cultural and operational gaps within their business – ultimately ushering organizations toward a more mature model and profitable digital landscape.
Recognized in 2013, 2014, 2015, and 2019 Inc. 5000 list as one of the most successful technology companies in the United States, TA Digital is pleased also to share high-level strategic partnerships with world class digital experience platform companies like Adobe, SAP and Salesforce and possess global partnerships with industry leaders such as Sitecore, Episerver, Elastic Path, BigCommerce, AWS, Azure and Coveo.