I had the privilege this year to attend and present sessions at all three Genesys GForce events, which were held in New Orleans, London and Melbourne. These events provide fantastic opportunities to engage with customers and partners from all around the planet – all in the course of just a few weeks. In addition to my many one-to-one discussions, I had the chance to share with attendees a lot of great use cases and proof of fantastic returns on customer experience projects. There was excitement in the air! But, what stood out and amazed me the most was how Digital Transformation in customer experience has now clearly become the top priority for most organizations.
In New Orleans, we heard from Airbnb on how they operate complex 24/7/365 customer service operations all over the world across a multitude of channels. At the Melbourne event, Australia Post showed attendees how they optimize the more than 10 million customers that visit them online each month. In London, we saw how Belgacom’s focus on online solutions helped them transform from cost centers to profit centers.
The CX Fit into Digital Transformation
If you’re a contact center manager or customer experience executive, you may ask, “how does what I do fit into our company’s Digital Transformation?” Simply put, the Digital Customer Experience is nothing less than the customer-facing side of the broader digital transformation happening in most companies today. Digital transformation is not only changing the way customers communicate with companies to buy products and get service, but it’s increasingly a way to drive unique experiences that define your brand.
Now, digital transformation is a fantastic opportunity but it can also be a threat if not addressed… According to Gartner, businesses that embrace digital transformation will be able to spot opportunities and act in a matter of seconds. Companies that fail to adopt new digital technologies will experience what MIT Sloan Management Review and Capgemini Consulting consider as competitive obsolescence.
And don’t forget: from the perspective of an end customer, the way to showcase digital transformation is…the Digital Customer Experience. Here are two instructive findings from the survey Embracing Digital Technology – A New Strategic Imperative by the MIT Sloan Management Review and Capgemini:
- According to 78% of respondents, achieving digital transformation will become critical to their organizations within the next two years.
- However, 63% said the pace of technology change in their organization is too slow.
The race is on and companies need to give themselves the best chance to differentiate faster. Now more than ever, brands need to deliver consistent and differentiated digital customer experiences.
Learn how taking a holistic approach to optimizing the Digital Customer Experience allows you to transform the end-to-end customer journey – and create unique experiences across all digital channels, touchpoints and interactions. Check out this white paper to learn more!
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