From saying to doing... from the transformation to digital reality
Posted: Sat Dec 07, 2024 3:55 am
“There are decades when nothing happens, and there are weeks when decades pass” is a phrase from 1917 that is especially relevant today. With the arrival of Covid-19, companies were forced to accelerate digital transformation projects overnight; adopting technology to adapt to a more digital world, with more demanding consumers and remote work.
Proof of this is that, according to Zendesk’s 2021 CX Trends report , 50% of the companies surveyed indicated that the digitalization of their processes or activities accelerated between 1 and 3 years. The “weeks that pass by decades” arrived at a dizzying pace and with little time to react. Companies need to move from the congo email list saying (the theory of digital transformation) to the fact (being truly digital) to adapt to the new digital normality of customers.
It turns out that 2021 is the digital turning point . This means looking for strategies to generate strategic changes focused on meeting customer needs, while making our work teams more efficient and keeping all areas of the organization synchronized.
I must be digital vs I am digital
The foundation of digital transformation basically consists of three main aspects within an organization: business, technology and culture. To move towards a truly digital model, it is important to invest time and resources in synchronizing the three elements. Companies must be able to answer the questions of who and what, how and with what, respectively.
1. Culture (people)
Knowing who your customers are, understanding what they need from your brand, as well as their technological habits to communicate is necessary to create an organizational culture adapted to their expectations. If we apply the theory that says “the customer is king,” your company’s DNA will be 90% what they expect from you and the remaining 10% what you can do to exceed their expectations.
Talking about culture means being clear about the values and actions that will guide your company to truly contribute to your client's life. More than technology, you should think about beliefs and habits that lead you to a single objective: providing an exceptional brand experience.
For example, according to Zendesk CX Trends , during the pandemic in Mexico, 87% of consumers have used a new instant messaging channel such as WhatsApp or Messenger to communicate with their brands and make their interaction more direct. It should not surprise us that 44% of Mexican companies have adopted up to 3 new communication channels . It is not very difficult to define that now offering your services through more communication channels is a step in the right direction.
Your customers expect you to deliver, so you need to define how you will do it, that is, what processes you will follow to make their experience easy, and if it is difficult, how you will do it better so that they do not leave with a bad taste in their mouth. From now on, any process must respond to each of your customers' needs, while being agile and easy to implement for your work teams.
Continuing with the previous example, and due to the increase in the use of communication channels and greater customer demands, in 2020 there was an increase of up to 50% in customer service requests on a continent-wide level. To deal with this situation, new resources had to be used and processes adapted . Today, 82% of companies globally invest in unified spaces to connect all their channels, tools and conversation histories to achieve a faster, more agile and personalized service .
3. Technology
Having a clear idea of what needs we want to cover and how we will meet them, it is now time to define what tools we will use to make this possible. This aspect will allow us to unite culture and processes.
Proof of this is that, according to Zendesk’s 2021 CX Trends report , 50% of the companies surveyed indicated that the digitalization of their processes or activities accelerated between 1 and 3 years. The “weeks that pass by decades” arrived at a dizzying pace and with little time to react. Companies need to move from the congo email list saying (the theory of digital transformation) to the fact (being truly digital) to adapt to the new digital normality of customers.
It turns out that 2021 is the digital turning point . This means looking for strategies to generate strategic changes focused on meeting customer needs, while making our work teams more efficient and keeping all areas of the organization synchronized.
I must be digital vs I am digital
The foundation of digital transformation basically consists of three main aspects within an organization: business, technology and culture. To move towards a truly digital model, it is important to invest time and resources in synchronizing the three elements. Companies must be able to answer the questions of who and what, how and with what, respectively.
1. Culture (people)
Knowing who your customers are, understanding what they need from your brand, as well as their technological habits to communicate is necessary to create an organizational culture adapted to their expectations. If we apply the theory that says “the customer is king,” your company’s DNA will be 90% what they expect from you and the remaining 10% what you can do to exceed their expectations.
Talking about culture means being clear about the values and actions that will guide your company to truly contribute to your client's life. More than technology, you should think about beliefs and habits that lead you to a single objective: providing an exceptional brand experience.
For example, according to Zendesk CX Trends , during the pandemic in Mexico, 87% of consumers have used a new instant messaging channel such as WhatsApp or Messenger to communicate with their brands and make their interaction more direct. It should not surprise us that 44% of Mexican companies have adopted up to 3 new communication channels . It is not very difficult to define that now offering your services through more communication channels is a step in the right direction.
Your customers expect you to deliver, so you need to define how you will do it, that is, what processes you will follow to make their experience easy, and if it is difficult, how you will do it better so that they do not leave with a bad taste in their mouth. From now on, any process must respond to each of your customers' needs, while being agile and easy to implement for your work teams.
Continuing with the previous example, and due to the increase in the use of communication channels and greater customer demands, in 2020 there was an increase of up to 50% in customer service requests on a continent-wide level. To deal with this situation, new resources had to be used and processes adapted . Today, 82% of companies globally invest in unified spaces to connect all their channels, tools and conversation histories to achieve a faster, more agile and personalized service .
3. Technology
Having a clear idea of what needs we want to cover and how we will meet them, it is now time to define what tools we will use to make this possible. This aspect will allow us to unite culture and processes.