Want to Win in Age of the Customer? Say Hello to Stage Two of The Digital Transformation


The digital transformation has forever changed our personal lives. Armed with our smartphones, we have turned into the most sophisticated, educated, and yes, even perhaps, a bit impatient, customer base ever. As this Entrepreneur article describes so expressively, “Evolve or die in the Age of the Consumer,” the digital era and the type of consumers it has created have also significantly transformed the way companies must compete in today’s world.

Digital Transformation StrategyWhile we’ve undoubtedly seen how companies are now leveraging technology to cater to our savvy consumer needs—just pull out your smartphone and interact with one of the many apps, which has now embedded itself into your daily life—we’ve really only experienced the influence of the first half of the digital transformation.

Companies will no doubt continue striving to improve our experience and interactions with their brand online. That said, when it comes to how companies will continue to leverage technology and how we can expect it to impact our lives, we are really only beginning to see the complete effect of the digital transformation.

In fact, according to recent Forrester research, we’re entering into stage two of the digital era, where the digital transformation is beginning to transcend technology solely aimed at elevating the consumer experience at the point of sale or service. As a result, companies digital efforts are now headed “behind the scenes” or directly at their own internal operations.

Think about it. Great consumer-facing technology goes a long way in aiding our purchasing decisions. That said, if it doesn’t translate into a good overall experience with a company’s product or service, we are likely to take our business elsewhere. For example, let’s say you’re feeling romantic, so you decide to order a bouquet of flowers for your significant other. So, you go online where you find an awesome app offered by a flower company; using their slick app interface, you are able to customize the blooms they’ll use, record a virtual greeting card, and ultimately place your bouquet order. While impressed by the app experience, if the flowers you ordered show up dead or never show up at all, the flower company’s app hasn’t done much to create value for you or to increase your satisfaction.

To avoid a situation like the example above, where internal execution after the point of sale or service fails to meet customer expectations, organizations are now shifting their technological focus. They are now looking to utilize technology to streamline and manage all of their interconnected and complex workflows and processes, which comprise their overall enterprise operations. Because at the end of the day, their operating model is the mechanism, which ultimately determines how well their company can provide their goods or services to their clients. As such, investing in technology aimed at improving a company’s ability to operate is as directly linked to enhancing customer loyalty and satisfaction as enhancements made to the point of sale or service.

If you think that improving your operations could significantly impact your ability to keep your customers happy, then you may be wondering how to turn this idea into action at your company. Which prompts a good question: how can your organization practically enter this second phase of the digital transformation—especially at a time when corporate IT and developer teams are already under-resourced with a growing backlog of requests to build, modify or improve internal technologies?

If this question is on your mind, this new Forrester report, “Fuel Client-centric Operations with Low-code Platforms,” is your ticket. Answers to your question can be found in this new Forrester report, which:
• Provides guidance and discusses the steps that an organization can take in order to create customer-first operations.
• Discusses why technological paradigm is shifting and why it’s leading companies to focus on improving their ability to execute internally in an effort to increase customer satisfaction.
• Offers tips that can help support your customer-centric efforts and provides recommendations, such as the use of low-code platforms, to help you eliminate traditional barriers to entering into the second phase of the digital transformation.

Get ready to thrive in today’s digital and customer-dominated age by increasing operational efficiencies and ultimately better serving your clients as a result! So don’t delay: Download this new Forrester report, compliments of TrackVia, today!

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