Our MuleSoft BDM Julian Sierra explains how digital transformation is crucial for driving business growth
The importance of adopting emerging technologies to improve processes and deliver a much better customer experience (CX) is definitely a C-level priority at most companies looking forward to adapt, evolve, compete and transcend.
What does a better CX looks like ?
Modern customers won’t stay loyal to a brand providing top quality service, high product performance and competitive prices. In the past this was enough to keep a customer, but now these elements are expected, and buyers now engage and are loyal to fully connected value – driven experiences.
They also expect a much more proactive service model with the right capabilities that anticipates their needs and solves theirs problems even before they happen.
In order to meet, and ideally exceed these complex expectations, companies must map and track their customer’s journeys, identify the key touch points and define the best channels, timing and messaging to add value throughout the whole journey. To enable this, it’s paramount to unlock customer’s data in real time, and make it actionable.
The process of starting a DX journey and selecting a trusted technology partner, is something that keeps millions of people awake every night across the globe.
The question is…..
What stops them from starting the DX journey?
It’s not always about the budget – most companies will find the budget if they have to, but some keep obsolete business models and systems because they feel fear of change, which could sometimes generate a lot of frustrating situations that literally stops growth.
How are organisations impacted after starting the DX journey ?
In my opinion, some C-level teams embracing DX can change from simply planning to actually driving sustainable growth through change.
How could DX impact IT teams?
Before DX
Some IT teams use most of their time reducing the delivery gap.
After DX
Most IT teams will lead growth through INNOVATION.
How could DX impact SALES teams?
Before DX
Some sales teams compete on price and fail building the forecast.
After DX
Most sales teams compete on VALUE and PREDICT buying behaviour.
How could DX impact marketing & customer services teams?
Before DX
Some marketers guess about their customers and react to competitors.
Some customer service teams are still problem solvers (reactive).
After DX
As a result of a customer 360 view and predictive analytics, marketers can ANTICIPATE future trends and customer service teams are able to be more PROACTIVE.
What’s next?
Follow my next post to learn how your business can start this journey towards digital transformation. You can get in touch with our MuleSoft practice by following in this form.
