The disruptions the world of consumer software experienced about half a decade back, are being repeated now but in enterprise software. Those early disruptors such as Netflix, Uber and Amazon realized that the customer journey ought to be a flawless experience as a baseline from where the customer expectations may be met. Those making business decisions want similar a flawless experience in their work as in their personal lives. That is why the best of brands in both B2C and B2B models are focusing on customer-centric technologies such as Virtual Reality (VR) and digital personal assistants. They are using automation and lean manufacturing to stay head of the curve. For such a transformation at the enterprise software level, a few steps need to be followed, beginning with developing a purpose-driven corporate strategy. Digitization does not imply merely a veneering, but on getting the basics right from the inside. The entire team needs to act as one towards the common goal. An employee-first approach needs to be taken along. An intelligent digital nervous system needs to be curated for the entire organization.

Source:https://www.forbes.com/sites/forbestechcouncil/2018/09/24/how-digital-transformation-can-help-cultivate-customer-experiences/#488126b470a4

Uploaded Date:27 September 2018