Learn About why your organization’s digital transformation is not progressing quickly enough

With Vigilink IT

The epidemic has increased the consumer need for greater digital self-service options and customer experience, and digital transformation has been a hot issue for years now.

According to recent research published by Salesforce, 88 percent of consumers have said that they anticipate businesses to speed up their digital activities because of COVID-19. Because of this, there is increased pressure on companies to get things moving as soon as possible to maintain their consumers’ loyalty and avoid falling behind their rivals.

A great number of brands immediately began implementing the adjustment, anticipating significant results within a very little period. However, several companies are now pausing to consider why their digital transformation isn’t moving as quickly as they would want it to (or as quickly as their rivals).

In this blog, we have compiled five distinct insights into the possible reasons why your digital transformation activities revolving around AI-powered digital self-service are not functioning as smoothly as they could be:

1. You Work with Numerous Suppliers

Many businesses deal with several different vendors, all of whom are constructing and providing individual components of the company’s solution. On the other hand, when it comes to providing a consistent experience for one’s customers, more is not necessarily better. When everything is considered, many companies discover that their products do not perform as well as they had hoped they would. When compared to working with several vendors, using a single vendor may often provide superior outcomes. The whole process of designing, integrating, implementing, and launching a solution will be handled by a single vendor. In addition, if you are collaborating with the appropriate vendor, that vendor will continue to collaborate with you and your team to find new opportunities for greater automation and improvement based on the data gathered and will also be available to realign if business objectives change. A single vendor not only has an invested interest in the entire solution but also has the expertise to examine it as opposed to looking at its component pieces individually.

2. You’re not working with a supplier (sometimes known as “doing it yourself”)

When it comes to the incorporation of technology, a great number of companies may consider themselves to be “do it yourself” shops. However, by keeping everything in-house, you run the risk of not having access to useful resources like design experience and legacy knowledge. The customer needs to have freedom, control, and ownership over what they are installing. Finding a provider that can provide a solution that combines the do-it-yourself-friendliness of a DIY project with the personalization, resources, and expertise of a managed service would be a smart alternative.

3. You are not considering the long-term investment in favor of the short-term gains

Even while it’s easy to get caught up in the flurry and pressure of getting things done, you shouldn’t let that deter you from making sure that the technology will continue to support your aims in the future.
Is the solution you build today capable of being scaled up to work with different channels in the future? Chatbots are an excellent illustration of this concept. They are only able to communicate via text channels and can-do simple jobs. As a result, they fall short of expectations when it comes to the potential to scale significantly. Nevertheless, many businesses have adopted them in the hope of achieving a victory soon.
One further way of looking at this would be to consider how your organization functions on a silo level. Is your company’s marketing department putting in place a customer experience technology for social media at the same time as the contact center is putting in place a solution for phone calls? It is possible that doing these things now would create instant benefits, but it will not provide your clients with a consistent experience. It is preferable to lay a strong foundation that you may continue to build on in the years to come; otherwise, you will find yourself in a potentially hazardous game of Jenga in the future.

4. You Have Your Attention Fixed on EVERY Channel

It can seem like a logical component of your plan to implement as many channels as you possibly can so that your consumers can communicate with you in the manner, they find most convenient. But if your consumers aren’t doing business with you via smart speakers, then there’s no need for you to put any money into making that channel accessible to them. The optimization of channels is a more effective strategy. This means concentrating on the channels that your consumers use the most and performing those channels to the best of your ability.

5. You’re Not Considering the Needs of the Consumer

If you are working on enhancing the overall experience of your customers, then you are naturally thinking about those customers, right? On the other hand, many companies accidentally deploy solutions without taking into mind the needs of their customers. You could believe that you are providing consumers with a simple method to get things done, but in many cases, this comes at the price of users being required to speak or write in a certain manner or becoming trapped in a never-ending loop, both of which contribute to irritating experiences for customers. You might have the finest technology in the world, but if it is not built for your customer, your industry, and the use cases that you have, it will fail both your customers and the exact thing that you were trying to accomplish–improve customer experience.