MOST Analysis

Mission Statement

IT transformation uses technology to develop new or adapt existing business processes, culture, and consumer experiences to meet changing customer and industry requirements. IT transformation is the redesigning of business in the digital age. Customer-centricity should be at the center of any digital transformation effort. We have the opportunity to rethink how we do business — how we engage our customers — with digital technology on our side as we move from paper to spreadsheets to innovative applications for managing our business. The company needs to make a commitment to have a customer-first approach. The goal should be to create the best version of customer experience from the perspective of customers. Customers are the most important part of your digital customer experience program. The aim is to make customers satisfied with their experience to ensure that they remain loyal to your brand and recommend your business to others. For this you need to have a holistic approach to the customer experience optimization. The responsibility to offer excellent customer service is not limited to customer support or any single department. It is the responsibility of the entire company to work together to ensure a great digital customer experience is offered to the digital customers. Prioritize your customer’s needs and expectations. Build an organization where every department is customer-obsessed.

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Objectives

01. CX Challenges: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
02. Customer Insights: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
03. Design Thinking: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
04. Data Governance: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
05. Harmonized CX: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month

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Strategies

01. CX Challenges: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
02. Customer Insights: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
03. Design Thinking: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
04. Data Governance: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
05. Harmonized CX: Each individual department head to undertake departmental SWOT analysis; strategy research & development.

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Tasks

01. Create a task on your calendar, to be completed within the next month, to analyze CX Challenges.
02. Create a task on your calendar, to be completed within the next month, to analyze Customer Insights.
03. Create a task on your calendar, to be completed within the next month, to analyze Design Thinking.
04. Create a task on your calendar, to be completed within the next month, to analyze Data Governance.
05. Create a task on your calendar, to be completed within the next month, to analyze Harmonized CX.

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Introduction

What is the connection between IT Transformation and Customer Experience?

Customer experience is a vital business component that is crucial to your IT transformation. The path to a company’s growth and success is paved with crucial elements like innovation and improvements in the customer experience.

A digital transformation which focuses on customer experience, according to Mckinsey, can boost a company’s revenue by 20 to 50%.

• As a result of the superior digital customer experiences provided by best-in-class businesses, customer expectations and needs are evolving. Companies like Amazon have emerged as the gold standard of the digital customer experience. Due to its preoccupation with its customers and effective use of technology, Amazon has grown into a truly global firm.

Similarly In businesses like Uber, Starbucks, and Zappos, the client is at the heart of everything they do. The corporations are fixated on providing the finest experience possible for their clients.

The bar for the digital consumer experience has been raised by technological improvements and good customer experiences, as noted. Every digital organization in the sector now understands the value of optimizing the customer experience from beginning to end.

• Innovation and customer experience improvement have a significant positive impact on business revenue. New York Times is one illustration of how digital revolution is increasing revenue. About 70% of newspaper advertising revenue has been lost over the past 15 years. On the other hand, the New York Times has 3 million subscribers and generates $500 million in digital revenue.

According to Mckinsey, B2B businesses that have undergone digital transformation in the customer experience process have seen increases in revenue of 10 to 15% and decreases in costs of 10 to 20%.

A few things to consider:

• Prior to developing or redesigning any touchpoint or feature, consider the needs and desires of the consumer.

• To comprehend the customer experience, consider the customer journey in its whole. Never overlook a dimension.

• Pay attention to what top-performing businesses are doing better than you are, and take notes on their tactics.

• Make use of all the data gathered from analytics, customer reviews, and other sources. To deliver top-notch digital client services, collaborate with other departments.

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Customer Experience Success Stories Worth Mimicking

PUMA Increases Online Sales by Delivers Right Products at the Right Time.

To achieve their goal of becoming the most coveted sports-life company, PUMA plans to draw on their long history of creating footwear and apparel for some of the world’s best athletes. PUMA is now able to provide more precise product recommendations and a hyper-personalized experience tailored to an individual’s needs by focusing on its product searches and utilizing machine learning to better understand their clients. The solution not only assisted PUMA in meeting its ROI goals in less than two years, but it also dramatically raised online sales for PUMA.

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How might digital transformation help you provide a fantastic customer experience?

Become obsessed with your Customers

The business must pledge to put the requirements of the consumer first. The finest possible customer experience should be developed from the customers’ point of view.

The most crucial component of your digital customer experience program is your customers. It is important to satisfy clients so they will remain loyal to your brand and spread the word about your company to others.

To do this, you must optimize the consumer experience holistically. No one department or only customer support is exempt from the duty to provide exceptional customer service. To guarantee that digital clients receive excellent customer experiences, the entire organization must collaborate.

Give your customers’ wants and expectations top priority. Create a company where the focus is always on the consumer.

Organization-wide approach

Customer experience-focused IT transformation is not the responsibility of customer service, nor does it stop at the front-end. All points of contact, including the back end of the business process, are involved. To enhance and deliver a seamless digital customer experience, the entire business and each of its departments must contribute.

• Customers who have complaints or suggestions about a product often contact customer service in the hope that the product teams will hear from them.

• In order to save them from having to repeat information repeatedly, they anticipate that you will share the data that customers provide with other departments as well.

Eliminate silos from the environment. To fulfill the primary goal of providing exceptional customer service, all departments should collaborate effectively. Conflicts will arise throughout the process if each department acts independently.

The greatest method to keep each department connected is by using CRM. They can exchange data that has all been gathered in one place.

Recognize the causes of each pain spot

The basic fact that satisfied customers are good for business growth and success is something you should never forget. It is also preferable to go further than this, though.

Try to understand

• Why is your customer churn increasing?
• Why is it difficult to acquire new customers?
• Why do you have more unhappy customers?

Recognize each cause of a customer journey’s pain point. You may be able to learn what you are doing incorrectly in your IT transition. Your staff may have been given access to a variety of technologies, but you still haven’t been able to offer a terrific digital customer experience.

A few possible causes are shifting consumer expectations, shifting market trends, and a lack of novel items. It can also be due to a dearth of digital channel options, a poorly designed website, or challenging app navigation.

Don’t forget Human touch

When customers form an emotional bond with a brand, their lifetime value increases by 306%.

“Digital” is by definition impersonal and distant. Because of this, creating digital CX is harder than achieving traditional CX. Businesses must realize that a key element of the digital transition is human touch. An improved digital customer experience can be achieved by combining human and technological resources.

In order to assist clients build a relationship with the company, human contact is essential. It adds a human factor to an otherwise impersonal procedure. Customers can experience emotion and passion here while using cutting-edge technology.

Customers yearn for human connection in today’s digital world. They desire a sense of significance for the brand. offer a specialized experience.

• Use the clients’ names in emails, notifications, and SMS messages. Recognize the difference between the compassionate human effect and the disturbing robot effect.

Customers should respond favorably to your individualized service and not be reluctant to interact with your business.

Personalized Journey is customer’s favorite

Customers are made to feel linked to the brand via tailored journeys that follow the “human touch”. Customers value being acknowledged as people rather than as a product or an ID more. No.

• 73% of consumers are more inclined to make a purchase from a company that uses their name.

Customers believe that insufficient customization causes them to discontinue buying from a brand in 63% of cases.

• 91% of digital customers are very likely to purchase from companies again if they receive recommendations and offers that are pertinent to them.

Due to the exceptional tailored behavior they experience from top brands, customers demand a personalized journey from all digital enterprises. If a firm does not offer them pertinent recommendations while they are shopping from it, 47% of online customers consult Amazon.

Make sure customers receive real-time recommendations based on their purchasing patterns by using the appropriate technologies. Make sure customers receive a personalized experience regardless of the digital platform they choose to interact with your brand on as well.

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Customer Experience Success Stories Worth Mimicking

Elkjøp Delivers Rich Product Experience to Its Customers.

Elkjp, the biggest retailer of consumer electronics in the Nordic region, with 400 locations and 10,000 staff throughout six nations. Elkjp concentrated on modernizing and redesigning the process for onboarding products and providing automated product information management to its business users in order to achieve their goal of reducing time-to-market and meet rapidly changing consumer expectations and the explosive growth of the electronic products market. With the help of their new technology, the business can now launch new items more quickly and offer a compelling, knowledgeable product experience that encourages conversions across all touchpoints.

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IT transformation and customer experience: A deep dive

Customer experience is key to the digital transformation process. Better yet, many projects for digital transformation are driven by business/innovation needs, customer (experience) pain points, and growth/transformation imperatives.

These are brought on by a variety of factors, including the changing expectations of customers and the top-of-the-line experiences they receive, including the growing necessity of an end-to-end customer experience enhancement approach.

Although digital transformation projects in customer experience can undoubtedly go much beyond the mere digital dimension, firms sometimes focus primarily on what has come to be known as the digital customer experience. Even while it makes sense to focus on the digital customer experience, let’s not lose sight of the fact that the consumer is one.

We could provide literally hundreds or even thousands of examples of how the customer experience affects various industries, IT transformation, future growth, and so much more. We may do an overview in the near future that focuses on a few verticals, particular processes and business functions, and a few specific cases.

Mutual benefit and client experience Innovation and transformation as a platform for long-term commercial success

But let’s focus on the key factors that make improving user experience, comprehending the customer journey, and the customer experience crucial in the context of money for the time being.

In addition to specific situations, there are other pieces of research that examine the effects of continuing to prioritize customer experience innovation and optimization. One example is given in an incredibly interesting article written on Customer Think by Lynn Hunsaker, the creator of the CX firm ClearAction.

This segment of our introduction will discuss innovation in the customer experience (which we’ll address later) and the creation of mutual value. We might even use the terms networked value and exponential value in these connected times. where company value and customer value intersect and go beyond.

“Customer experience innovation”, Lynn writes, “creates mutual value for anyone in the holistic definition of customer, regarding any aspect of their experience with a solution, with a focus on the customer’s jobs-to-be-done”. Holistic. Enterprise-wide. End-to-end. I love it.

In a 4-year study, Lynn found that, I quote, “systemic customer experience improvement and innovation were under-used building-blocks in the cause-and-effect system of customer experience optimization”. And she adds a nice comparison by calling company-wide improvement and innovation of customer experience (transformational indeed, as you can read further in her post) the middleware for sustainable business results. I simply love that image, taste it again: “the middleware for sustainable business results”.

What to remember about the customer experience and IT transformation

In any case, let’s get back to the article’s main topic: digital transformation and the customer experience. When considering your digital transformation plan and the client experience, there are certain crucial considerations and warnings to bear in mind. A few are listed below.

A holistic and corporate-wide strategy

The front-end and client-facing services, let alone touchpoints, are only a small part of IT transformation on the level of the customer experience. It affects the entire company and necessitates including the back end as well.

It also needs a corporate-wide strategy, or better yet, a road map leading to such a comprehensive strategy. In order to put something into practice, you must set up a starting point and a staging area, but the final outcomes demand that it be completed sooner rather than later. The enterprise-wide strategy serves as both a beginning point and a stage of transformation.

Customer experience and IT transformation should prioritize putting people first.

The difficulty of technology and process transformation is not limited to the integration of the back-end and front-end.

Both internally and, obviously, with regard to the consumer, people are by far the most crucial element of customer experience management and of a holistic customer experience optimization approach. Even though it becomes increasingly rare as digital becomes pervasive in the customer journey and experience, regardless of age and segments, y