Digital transformation has spearheaded an era of revolution. Organisations are laying robust foundation on turnkey factors like business model, operational process and seamless execution. Especially, times when the data coming in, is overwhelming, it becomes mandatory to not only store the data, but, to secure it, from the lurking threats. Thus, this cultural shift from the manual process to the automated system, is what is being referred to as digital transformation.
An authoritative organ, of digital transformation, at a larger level, is analytics. While businesses tend to rely on analytics, to deliver enterprise value, the scope of analytics, goes beyond the listed tasks. A classic example of the usefulness of analytics being online-cab services and food-delivery apps. These online behemoths tend to deploy analytics to determine the price of the user’s ride or decode the ordering pattern of an individual. So the next time, an online app gauges your food preference, don’t be surprised! It is analytics, that has worked its magic across several verticals of the online business!
The centrifugal force though, something that combines all the important aspects of digitization and makes them work in sync with each other, is Omni-channel integration. As the name suggests, Omni-channel integration includes a multi-channel approach, towards optimization, marketing, selling and delivering a cohesive customer experience, after removing, the often-faced bottlenecks.
With the advent of the social media platforms, more and more businesses are investing heavily in this multi-channel integration process. Several big brands across industry have seriously taken up Omni-channel integration, to optimize the performance of their brand. A few instances listed below will certainly help us, when it comes to understanding the technical intricacies of Omni-channel integration.
A few reputed banks across industry, have set a dynamic example, for the world to follow. Their streamlined process makes way for scheduling an appointment, depositing a cheque and paying monthly bills, all without any hassle, via a desktop or a smart phone. As of yet, it might be difficult for customers to perform more complex functions such as getting a loan sanctioned. However, Omni-channel integration as a feature, has a long way to go.
A quick look at how differently a reputed coffee retail chain deploys Omni-channel for its business, will help us understand the essence of the feature. The rewards app, introduced by the brand allows a customer to avail free rewards, everytime, he or she makes a purchase at any of the outlets. However, unlike most traditional royalty programs, this brand allows its customers to reload and check their cards via desktop, mobile, in-store, website or the app. This further means, that any changes made to the card, will be updated in real-time, across all channels.
It also signifies, that even if the customer updates the card, while waiting in a line to get coffee, the cashier immediately gets to know about the update, by the time, the card is swiped. In a nutshell, it is the era of digital transformation, that has made this possible.
The gamut of digital transformation comes with a host of benefits. A few of them, have been listed below:
✓ Enhanced Customer Experience.
✓ Exploring new avenues of growth.
✓ Maximising productivity.
✓ Streamlining processes.
✓ Creating new digital services and products.
✓ Opening the floodgates to globalization.
Least to say, technology has come a long way, over the last decade. To add to it, we’re on the threshold of an era, where even smaller organisations will try to engage their customers directly, through different angles of digital transformation. On the flipside, with several organisations, still willing to implement the cutting-edge techniques, it isn’t hard to understand the reason behind the popularity it is gaining, across the globe!