FeatureDefinitive changes in digital transformation have made the consumer’s life a lot easier. Certain examples can be taken from various industries:
- Banking
KYC for opening bank accounts, credit cards are all online including verification and activation. This used to be a process conducted by banking reps who would physically go and check customer documents. Post pandemic this has become an online process which has majorly benefited new customers.
- Mobile applications
Companies and industries that were not online such as laundry, cleaning and nurse assistance are all being done online because of consumers not wanting to venture outside.
- Pace of work has increased due to online meetings
What used to require a physical meeting being set up to take a decision now happens from your home with a click of a button and thus resulting in faster turnaround times.
- Security
Everyone has expanded due to the pandemic and brought in online processes but how much of it is secure? A lot of growth has come in to play but is its stable growth or unsecure growth. The next steps are to consolidate, stabilise and structure the new technology that’s been put into place to guarantee security.
It is no longer an option but a necessity for all industries as customers do not want to travel to a physical location or have an encounter with anyone and they want to complete their customer journey online at their own comfortable pace.
What used to require a physical meeting being set up to take a decision now happens from your home
Firstly, the ability to attract and hold more people online. Any business function which requires the customer to close a sale or end a journey needs to be prioritised to ensure there are no difficulties or abandoning of sales.
Secondly, to prioritise and ensure that data matches with what is being processed online. This means that data that is tracked, stored, and extracted to indicate sales and costs needs to be accurate because this data essentially defines the success of an organisation.
Customers do not want to travel to a physical location or have an encounter with anyone and they want to complete their customer journey online
Yes, all digital and business transformation initiatives should automatically result in a more sustainable process purely as there is less human and physical effort required. However, these are just by products of successful digital transformation. Whereas specific agendas of social impact and sustainability should be address separately.
