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The Impact of Digital Transformation on Customer Experience

the impact of digital transformation on customer experience

Digital transformation has proven itself to be a solution to a lot of problems and a way to break boundaries for companies, especially in a world where making business physically wasn’t an available choice.

The Acceleration of the Transition to Online due to COVID-19

The pandemic situation had a lot of impact in different areas of our lives. In this time, not having the possibility to be physically present, made us turn to the digital and the online to do basic day-to-day tasks, such as shopping and even working.

Due to COVID, companies were forced to accelerate their digital transformations as it was necessary to adapt to the new circumstances. This allowed us to explore the world of remote work, where we discovered that we could do our job in different ways. For example, we realized that we don’t have to necessarily waste time in traveling and such to have a personal meeting, since we can do it as effectively through online platforms, that allow us to talk to and see other people even though they are distant, from wherever we are, at any time.

We started doing not only online meetings through these platforms but also other things such as webinars, digital conferences, etc., that allowed us to share information to more people without being limited by the dimensions of a room.  Working through the digital taught us different work rhythms and to be more flexible with schedules, unlike before (where companies didn’t use digital platforms and had strict labor hours).

The “evil” of the pandemic situation ended up pushing us out of our comfort zone and accelerated digital transitions, which allowed us to discover different ways of doing “traditional” things and optimized our processes. This happened not only in the Telco world, but also in many other industries that were forced to adapt.

The Benefits of Digital Transformation to Customers

Digital transformation and being online allows companies to improve their customers experience. Some of the benefits that this can bring to their clients are:

  • As a seller, you can better support your clients being online since it allows you to provide this service anywhere at any time, which accelerates de process and betters the customer’s experience as they don’t have to wait as long to get support.
  • Having your products online allows customers can access them easily. This makes your products available to your clients to check and purchase 24 hours per day, 7 days a week.
  • Customers can also have access to all the information they need in one place, all the time, which facilitates their decision and buying processes. The more details you provide in a product page, the more engagement it can have.

Overall, digital transformation allows for a homogenization of time, as products and information can be accessed beyond labor hours, at any time, in any place.

How to Improve the Digital Customer Experience With the Help of Data

In the digital world we can gather tons of data that can be useful to improve customers’ experiences. But to make the best out of this amount of information that the internet allows us to gather, it’s important to acquire the necessary tools to store it. Only by storing it can we analyze it and improve.

Analyzing data can tell us a lot about our present situation, such as which markets and technologies are booming, what customers are looking for information and product wise, and what are the consuming pattern behavior of such clients.

Having access to all this data, we can easily target the right customer to show them exactly what they need, without them having to do much search. The more information we have, the more precise we can be in facilitating process of buying to the customer.

Besides helping to improve the clients’ experience, data is also crucial to make business decisions. When expanding or investing in something, it’s not reliable to do so based on personal biases or superstitions. Analyzing data allows us to make efficient decisions for our businesses with less risk and more certainty, with grounded on numbers and not on empty affirmations.

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