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Customer Journey Mapping

Digital Transformation impacting Customer journey

Digital Transformation is omnipresent. It has already been changing our behavior as human beings. More than ever, Customer expectations matter. Don’t you like that app that you just downloaded? You can give it a bad review. No response from the developers means lost customers, or worse, going out of business. Such a bad customer experience posted on Twitter, Facebook and various other social media channels can be very detrimental to your brand. When Customers interact with organizations, they don’t see departments; they see one single organization. They interact across various touchpoints for product searches, information gathering, price comparisons, reviews, ratings, finally purchases, and sharing feedback. Digital Transformation will optimize the entire customer journey and help in delivering real results. Today’s multi-channel customer is: Better informed in real-time, digitally More demanding due to loads of information availability Will jump channels at any point with so many options Let us see what are the major steps in the customer journey & which are moments of truths ( customer interactions) that are: Most important to the customer Most painful to the customer Create loyalty Aware: With high internet adoption the range of available information is limitless Digital Display ads, TV commercials, Facebook, Twitter, […]

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A to Z of Digital Transformation

Today every part of the business is subject to new expectations, competitors, channels, threats, and opportunities. Every business has the potential to be a digital business. Businesses that digitally transform will be able to connect more closely with customers, speed up the pace of innovation and, as a result, claim a greater share of profit in their sectors. Today digitally transformed companies have an edge; tomorrow, only digital businesses will succeed. Here is my version of the A-Z of Digital Transformation. Artificial Intelligence: AI is the capability of a machine to imitate intelligent human behavior. BMW, Tesla, Google are using AI for self-driving cars. AI should be used to solve real-world tough problems like climate modeling to disease analysis and betterment of humanity Big Data: This serves as a foundational backbone for digital transformation. Hyper-personalization and real-time recommendations based on the geo-location of the customers will be the key to success. Big Data Analytics is the driving force for action. Customer Centricity: The most important theme of digital transformation is it should be customer-focused with a consistent, enjoyable and very personal experience to customers. Disruption: Digital has disrupted many businesses so far who did not take it seriously like Blockbuster, Kodak, Borders and brought new […]

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