Silos. That most dreaded of institutional ideas, a word that implies your organizational structure isn’t cutting it.
According to industry analysts Forrester and Gartner, organizations are in various stages of maturity when it comes to building digital businesses. The most forward thinking of these businesses (only about 13% of companies!) are pursuing an outside-in perspective to digital transformation by focusing on creating value for customers, growing revenue, and increasing operational efficiency.
Digital transformation focuses on a process of preparing your company to stay competitive in the marketplace by building the right customer experience (CX) strategy for the future. By combining the right strategy with innovative technologies, your brand will be equipped to quickly adapt to changes in your industry. How can “strategy” best be defined? And how do you measure the success of your digital transformation? Not to over-simplify the process, but one of the key components to an accurate assessment consists of connecting your CX strategy to Key Performance Indicators (KPIs), especially those that your CEO deems most important. In essence, digital transformation for your brand can be summarized with these essential actions: craft a plan for the future; execute on that initiative; and finally, measure that plan to demonstrate its efficacy. Let’s take a look at some issues that will affect your CX strategy in 2019 and beyond.
Nobody wants to work on a puzzle if the pieces don’t fit together. The same idea applies to assembling digital experience (DX) technology stacks.
Customer communications and the digital experience (DX) have become so closely related that the gap between the two has already begun shrinking in the customer communications management (CCM) industry. As a result, DX integration has risen to the top as a key factor in making digital workplace technology purchases across businesses and industries.
Is your firm curating your own customer communications capabilities? Or to put it another way, are you leaving this critical piece of your digital customer experience software stack to outside vendors and hoping for the best?