Digital Transformation: Improving Customer Experience (CX) by Empowering the Workforce
Over the past few years we have been hearing the terminology “Digital Transformation” but what does it mean and why does it have so many associations?
Enterprises of all industries and sizes are facing fundamental challenges caused by the progressive digitalization throughout societies worldwide. After decades of inflexible work processes based on rigid rules and top-down structures, slowly but surely the public has dominated the market. Given their demands for individual quotations and immediate response, many business models have fallen into disuse. The future holds the solution in artificial intelligence (AI).
Millennials are often labeled as being less social than preceding generations because they use smartphones and tablets sometimes more often than they physically interact with people. For them, however, these devices are not a boundary to communication, but rather a portal that allows them to establish relationships and achieve goals across a vast geographical space.
In today’s customer service environment, it is essential to offer self-service possibilities. With the use of enabling technologies and features, customers can get the service they require and businesses can provide that service. If intelligent technology is used effectively, the potential for providing contextual, creative service is great and can give businesses a competitive advantage. Businesses can help diminish their overheads by using an already connected customer base to leverage collaborative problem-solving with strong community elements. This is, of course, the ideal situation.