Adaego Ononuju — Factors of a Booming Digital Transformation Strategy
Change always begins with one step, and experts like Adaego Ononuju say that focusing on the digital customer experience uncovers a series of immediate opportunities to experiment, learn, and eliminate current hindrances and junctures of discord in the patron journey.
How should digital transformation efforts be guided by best practices?
The heeding are some facets of a thriving digital transformation plan. Get ready to explore!
Orientation
To drive meaningful change, establish a new perspective says, Njideka A Ononuju. If your organization is built on an “inside-out” model, that is, it is organized around your internal processes and functions, and updated to be more customer-focused.
People
Understanding customer values, expectations, and behaviors require digital transformation buy-in at all levels — including all employees and leadership — so that the entire organization is aligned with digital goals and strategies.
Processes
Integrate technology, processes, and policies in your operational infrastructure to support change. Start with your contact center, which is a vital platform for providing excellent customer experiences. Make it collaborative, unified, and intelligent.
Objectives
Setting up quantifiable KPIs can ensure that you achieve your digital transformation objectives. Defining the goals of the transformation and aligning stakeholders (and shareholders) around a shared vision and roadmap will help ensure success.
Insights & Intent
Take advantage of your data and apply insights into a strategy to guide your digital evolution, says Njideka A Ononuju. Data can help you improve experiences across the customer journey, no matter how they interact with your brand. You can also use data to evaluate the results-brand relevance, increased revenue, etc.-of your digital transformation.
Execution
The best way to steer ongoing digital transformation and customer experience work is to implement, learn, and adapt, according to Adaego Ononuju. Keep an eye on your transformation and make adjustments as needed.
In this world of technological change, keeping these factors in mind will help your business plan and implement a digital transformation strategy.
