Embrace new ways of thinking
In the past few years, companies have found ways to digitally transform their businesses — often by necessity. In 2023, the focus of those digital transformations will shift as technologies will play a huge role in enabling and securing revenue streams and unlocking more opportunities for efficiency.
We expect to see more businesses using digital transformation to streamline and simplify existing manual tasks to improve their employee and customer experiences. Things like refining communication with customers, collaboration between teams, and the digital customer experience are major priorities for 2023.
Improving customer experience will be one of the most important things for businesses to take on. The best way to approach this is by creating an omnichannel and supportive ecosystem across all customer touchpoints online and off.
Having the right people and the right culture is crucial if companies want a digital transformation strategy that continues to keep up with the pace of technology. Companies that can truly understand their people’s requirements and pain points and find ways to actively address them will be better able to provide excellent customer support.
Using smart technology to optimise your processes will be essential to improve reliability and decision-making. Plus, giving your people access to helpful technologies like artificial intelligence and machine learning will free up more time — allowing them to make more meaningful, personalised connections with your customers. These benefits will be further enhanced by the rollout of 5G and the expansion of web 4.0.
Thomas Helbo Chief Operations Officer“It would be a mistake to think of digital transformation as a “one-off change”, companies need to see it as a continually evolving project. It’s not just about technology, but about people and processes too.”
