What is Digital Transformation?
Digital Transformation (DX) has many definitions in different industries, but in our opinion, there are some invariant aspects for our MSO, Telco and Media clients:
- Empower Customers – The first is to empower the customers by offering them control and convenience and fitting into their lives; we want customers to think digital as the first mechanism of interaction.
- Make the Case for Digital – The second is to reduce call volume by shifting customers from offline to online, which in turn reduces costs and helps to change the operating model.
- Increase Customer Satisfaction – And finally, the third is to enable employees to delight customers by helping them do their jobs more effectively and focus on the most impactful customer engagements.
It is an exciting time in our space as many companies are moving to the 3rd wave of Digital Transformation. It started many years ago as companies entered the 1st wave by creating an online information channel for customers to learn about products and services. The industry has since moved into the 2nd wave which includes robust sales (learn and purchase) and service (manage account and payments) offerings.
However, it has proven to be more difficult to completely transition to the 3rd wave of “digital first.” Customers can’t do everything online and still call in to find solutions. Other industries have mastered the 3rd wave by changing the customer and employee mindset to think “digital first,” but many companies in our space are still trying to get there.
We have the Digital Transformation experience to get you to that 3rd wave.
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