As with anything, change can be scary. This fear will come in the form of pushback from both employees and management. Mainly because they are stuck in their ways and even fear for their jobs.
The saying goes “If it ain’t broke, don’t fix it”, and while there is some truth to that, it doesn’t say don’t improve it. And that is what digital transformation is all about.
Legacy methods are tried and true, but digital transformation is here to better inefficient work
and business processes.
Combatting the reluctance also comes down to communication. Letting the employees know how these changes will improve the quality of their work, and easing their minds by keeping them involved during these changes.
Customer Experience is one of – if not the most – important factors to consider when implementing digital transformation. Due to the impact customer feedback and reviews have on a business.
Having means of collecting usable customer data, helps to improve customer experience. By delivering personalised, user-friendly and streamlined interactions.
Again, good strategy comes into play, as you don’t want your digital transformation to interfere with a good customer experience. On the other hand, digital transformation can be used to identify customer needs, and deliver them seamlessly.