Many organizations are now looking to digitally transform their organization along with their Customer Experience. This is great, but poses an opportunity and a threat.
The opportunity is to improve the Customer’s Experience making their life simpler and easier which will enhance Customer Loyalty. In addition, there is the obvious benefit of increased efficiency and cost savings. In many transformation projects we have been involved with we have achieved both of these.
However, there is also a BIG threat if this is not done in the right way.
The threat is in the organization’s desire to become more efficient they damage their customer’s experience making it worse, not better. We have seen this far too many times. This results in customers leaving or complaining and instead of saving money, it costs money.
What should be done?
It is critical you understand the problems and pitfalls before you start down this path. We would be happy to discuss this with you. We are technology agnostic, all we want is for your organization to make decisions that enhance your Customer’s Experience, not damage it. Just contact us for a brief discussion before you make the same mistakes too many organizations have made in digital transformation.