4. Creating End-to-End Connectivity and Integration
There are many moving parts in any organisation's digital portfolio, from social media to ecommerce to customer support and much more. These pieces need to be connected so that they can talk to each other quickly and easily. This helps to avoid putting obstacles between the customer and their purchase, like repeatedly filling out forms with the same information.
To understand how to do this across the business, it's important to evaluate all the digital touch points customers interact with. After learning where and how they engage with digital properties, it becomes possible to design a holistic system of integration that ensures a smooth experience for customers (as well as employees).
Each of the above areas represents an entry point into the transformation of digital experiences, and the key is that the process begins sooner rather than later. With customer adoption of digital moving at an exponential rate, organisations can't afford to be left behind. Delivering a seamless, integrated digital experience across the right channels can be the key to gaining new customers and retaining existing ones. Organisations who move fast can also take a lion's share of the new digital revenue streams.
"Going digital" may seem daunting, but there is a tremendous opportunity if organisations can be among the first to develop a truly digital business
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