Customers expect to engage with your organization in a new, digitized way because of mobile technology, the Internet and, often, simply because they are comparing the experience you offer to that of your competitors. To succeed at digital adoption, take your customers’ perspective, and digitize entire customer journeys—those beginning-to-end processes that customers experience in getting the product or service they need, through whichever channels they choose.
Your challenge is to develop a strategy to digitize the multiple touchpoints customers and others encounter in their journey through your business processes, ensuring that value is created, not destroyed, at crucial moments of information-intensive interaction.
What is Digital Transformation? Digital Transformation refers to the digitization of analog business processes that are vital to an organization’s success. Through increasing the efficiency of customer interactions and moving away from paper-based models, organizations can deliver new levels of engagement and self-service to customers, while realizing operational and compliance savings.
Through the digitization of inbound and outbound documents and communications, automation of previously manual tasks and removal of lag between touchpoints, companies can accelerate high-value customer journeys toward a positive result, efficiently engaging customers, suppliers and other persons and systems necessary.
At its core, improving customer engagement is about closing the distance between your customers and your organization—in financial services, insurance, government and most any other industry. Offer customers low-friction, self-service options—such as using their mobile device to open an account—to meet them on their terms and build loyalty.
Efficiency improvements require integration between your customers’ mobile and other touchpoints (their systems of engagement) and your line of business applications (your systems of record). Deploy a broader platform that integrates touchpoints across customer journeys so you can do more with less, reduce costs and outpace competitors juggling multiple, disparate solutions.
Legacy non-digital processes and systems were not built to adapt, so frequent changes in regulation and policy elongate periods of non-compliance and drive compliance costs higher. Avoid the risk of non-compliance by choosing a digital transformation platform that enforces compliant processes, while allowing you to adapt quickly as policy and regulation requirements change.