As we have more digital resources to use, we need even more. The inevitable use of Digital Technologies is making the ever-competitive market even more coercive. According to a McKinsey Global Survey on digital transformations, 80% of the respondents claim that their organizations have gone through digitalization process in the past 5 years.
It’s important to understand the difference between “digitalization” and “digitization”. According to Gartner IT Glossary, “digitization” is the process of transferring from analogue to digital methods, while “digitalization” is much more than that. Digitalization is using digital technologies to change the business model, to create new revenue resources and opportunities that produce added value. Digitalization requires going through some structural changes by integrating digital technologies in all processes.
Integrating digital technologies into the business process is considered as the most important step in the digitalization process. (HBR)
Coming back to McKinsey’s survey, the success rate of digital transformations is not as expected. Organizations with successful transformations are more likely to use sophisticated technologies. Almost two-thirds of companies to follow this trend have not succeeded to sustain. There were two things that the failing companies had missed:
- Don’t forget why you’re digitalizing: Listen to your users.
- Adapting Digital Transformation may be painful; take your steps carefully.
Hear what the users say
It’s important to keep your customers on top of the process. UX expert Don Norman says products should be designed focusing on increasing the usability by analyzing the customers’ needs and wants. Your product/service should be;
*Easy to understand,
*Visualizing the system, actions to be taken and results of these actions,
*And providing a seamless experience.
In order to provide the seamless experience as a whole, there are 2 critical points: personalization and service design. Once customers experience personalized services, they expect similar approaches from every company they interact. Service design is a very wide field of study. “Service” is a lifetime process that starts from the very first moment customer becomes aware of your business.
Find your starting point right
To have a “digitalized” business model, you should have digital-savvy leaders to guide your team. Start from the executives and spread the digital thoughts all over your company. Biggest brands of the world are hiring Digital Leaders to guide them through this road. Draw a path for your digitalization process and make the most out of it.
To sum up, regardless of the sector, a business must keep these 3 cornerstones to digitalize in mind: Developing new business models and strategies, focusing on User-Experience and efficient use of technology. 11Sight comes at this point to enhance your customers’ experience with a fully-personalized instant service. Try it for free today!