Digital Transformation
Digital transformation is the process of using digital technologies to create new, or modify existing business processes, culture, and customer experiences to meet changing business and market requirements. It transcends traditional roles like sales, marketing, and customer service.There are four types of digital transformation:
• Business process
• Business model
• Domain and
• Cultural/organizational
Also the following major aspects can be migrated to the digital technology platform:
• Marketing (Print material v/s digital material or social media campaigns
• Loyalty Club Card v/s Digital Interactive Club points)
• Sales function (customer touch points, buying journeys, patterns)
• Customer Service through remote assist, problem solution etc.
. One of our local clients in Pune, has transformed their customer experience from manual to digital keeping in mind more than 7 touch points even before customer enters their establishment. The digital, contactless experience has been excellent in the view of social distancing guidelines of new normal in the pandemic.