What is Digital Transformation?
Digital transformation involves implementing digital technologies into selected business processes to enhance the efficiency and productivity of human users. These can cover software or tools for automation, virtualisation and improved analytics. As a result, you can create a more agile, data-driven, and customer-centric organisation.
Regarding Customer Experience or Trust & Safety, Digital Transformation may include the following:
- Robotic Process Automation (RPA)
- Customer Relationship Management systems (CRM)
- AI algorithms and Machine Learning
- Security measures
- Analytical solutions
- Self-service platforms
Digital Transformation enables an organisation to save time, money and resources. It also helps increase the productivity and accuracy of realised processes and allows for better management and control. Finally, it contributes to personalising communication with customers and making their journey faster and more enjoyable.