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Digital transformation is not the trend but an urgent necessity for all small, medium-sized, and largescale businesses worldwide. It is embracing the industries across different verticals and requires enterprises to adapt quickly and lead in the “New.” 

Being confronted by global technology disruption, businesses must reimagine their customer experiences in order to be able to compete in the fast-changing market. Here Fireart will uncover own vision of how companies can adjust their processes to the real needs of a tech-savvy audience and requirements of the digital era.

What Is Digital Transformation?

Digital Transformation is a global process that implies the integration of digital technology into all aspects of a business, fundamentally changing how companies operate and deliver value to their customers. It is also a cultural change influencing market demands and requiring businesses to continually innovate, challenge the status quo, and perceive failures like valuable lessons.

Digital transformation makes us think beyond the traditional understanding of the roles of sales, marketing, and customer service. It empowers companies to take a more human-oriented approach and engage with customers at the new level with the help of emerging technologies. As we move from paper to spreadsheets and mobile apps for managing our business, we also gain the chance to re-think how we interact with our customers.

Here you can find some impressive statistics provided by Forbes proving the power and necessity of digital transformation for businesses.

  • 70% of companies either have a digital transformation strategy in place or are working on one.
  • 27% of companies say digital transformation is a matter of survival.
  • 52% of marketers around the world say driving growth through digital transformation is their top strategic focus.
  • Executives say the top benefits of digital transformation are improved operational efficiency (40%), faster time to market (36%) and the ability to meet customer expectations (35%).
  • 39% of executives believe their companies will get the most value from digital transformation initiatives in three to five years.

Digital Transformation and Customer Experience

Customer-centrism

We’re moving away from the product-centered and vendor-focused approaches and going step-by-step closer to customer-centrism. Today, forward-thinking companies are trying to build deeper relationships with their target audiences than earlier. Modern technologies make it possible for us today.  

From the first interaction with a potential customer via digital advertising on the web or social media and to the website journey or mobile app user experience – companies can provide much more engaging digital journeys for their customers. Companies should strive not only to sell their products but also to attract people with sharing their values, vision, unique style, and even a sense of humor. Introducing themselves to their customers across different web and mobile platforms, they make this come true.

Moreover, we should adjust the business to the mobile life of modern customers. Today, we manage a lot of things using our mobile divides right on the go. Therefore, it’s recommended to invest in your business appearance via mobile devices.

Use customer data intelligently

Advanced digital marketing tools allow companies to collect more accurate and real-time data about their customers at each step of interaction with a company. Applying technologies based on artificial intelligence and machine learning, organizations can extract even deeper insights about a target audience, user behavior patterns, interests, preferences, and so on. With this invaluable information, companies can reshape their customer experience and turn it into a competitive advantage.  

Increasingly, customer data are being tracked even more transparently than earlier. For instance, today, it’s almost impossible to enter a website without making a choice on whether you allow the company to collect your data or not. If you inform your customers about your plans for their information and tell them how you will protect their data privacy, they will be more likely to trust you and react more positively to any requests they receive from your organization to share additional data.

Build trust and loyalty with your customers

Building an intuitive website or mobile app, you can also fuel a better user onboarding, and consequently, improve customer experience. It will give your brand a competitive advantage in the market. Excellent web or mobile user onboarding makes people more loyal and helps retain them with your company.

You can also build customer trust and loyalty by sharing some valuable content with your customers. For example, you can publish blog articles or social media posts with additional relevant information for customers, which may help them in product usage or provide them with an additional service. 

Create consistency across customer experiences

The key point of rethinking your customer experience strategy is making sure that you can provide consistent customer experience anytime and anywhere. In other words, you should let your customers easily access your company as in the web as via their mobile devices.

Businesses should create a strong digital presence to let people interact with them online and build long-term relationships with a brand. The digital presence includes the company’s website, social media profiles, a mobile version of a website, and a mobile application. Staying in touch with your customers across different channels, you can also stay updated about their difficulties and provide support and assistance for them when they most need it. 

Besides improving customer service, it also helps you build a powerful brand image. The possibility to connect to your brand online multiples the chances that they will listen to your brand message and leave positive feedback. Building your online identity, you also let your customers gather an online community of like-minded people that share your company’s values and interests. It helps increase customer retention.

Your potential consumers will expect that you already “know” them

We live in the era of digital transformation that means our interests, preferences, and even behavior patterns are tracked by smart systems that collect this data in order companies could create digital experiences that completely satisfy our needs and expectations. You might be surprised, but your customers have already used to such things. 

Before you start building your website or mobile app, we recommend conducting preliminary product research.

“Preliminary Product Design Research is a detailed market and competitor research that includes the evaluation of risks, costs, and time needed to build a market-ready product. It makes you step in the client’s shoes, think from his/her perspective, and take a more complex approach to product development.

After design research is completed, you get a clear understanding of what is better for the product’s health and what can break the initial concept on the way to its implementation.” – from the interview with Dmytro Venglinsky, Founder and CEO of Fireart Studio.

When redesigning your online customer journey, investigate how they’ve been interacting with your company before. These target user insights must be the foundation of your next version of a website or mobile application. Continuous user testing and user experience research will help you “know” your customers better and provide enhanced customer experience. 

Moreover, think about how you can ensure that customers don’t have to re-enter the same data every time they engage with your company. All this will let people understand that a brand cares about their comfort, tries to learn what they really need, and provides an appropriate solution for them.

The Digital Era Is Knocking On Your Company’s Door. Be Ready To Open It

The digital era is fueling the continuous innovation and evolution of businesses around the world. It helps both companies and their customers build a more sustainable future filled with meaningful interactions between people and the world around them. 

Digital transformation is disrupting many industries today. So you should be sure that regardless of possible inner resistance to business innovations, you and your company are in combat readiness to meet this challenge. Let’s move our world forward, incorporating technology and business disruptions today!