November 23, 2021

3 min

Embrace Digital Transformation for Service Anywhere

With people conducting more transactions on the go, organizations must reinvent their operations.

Recently, organizations have been investing more in digital transformation to thrive, realizing they can reach more customers at any time by meeting them wherever they are.

This has meant delivering services digitally via the cloud. Busy people want to conduct transactions at their convenience, whether they are buying something, arranging a trip or scheduling an appointment. Likewise, they want to be in and out of a store, transportation facility or doctor's office as quickly as possible. Organizations can assist customers in their everyday journeys by making their assets as accessible as possible.

To do this, organizations must adapt to fulfill the needs of consumers on the move. By embracing digital transformation, businesses can reinvent processes to interact with people wherever they may be.

Organizations Must Go Mobile to Meet the Customer Anywhere

Through digital transformation, companies re-envision business as usual. This refresh of operations requires a reimagining of how to connect the organization to the people who need its services. Those connections increasingly occur through mobile applications. 

For example, Insider Intelligence projects mobile commerce, or m-commerce, will constitute 44 percent of all e-commerce by the end of 2024. That means people increasingly want to shop on the go. 

To communicate with people through applications, companies need the right amount of cloud computing power to meet demand. They may already harness cloud-native capabilities in support of digital transformation. For example, organizations depend on cloud technology every day for functions such as email, videoconferencing and other Software as a Service applications. Many organizations have expanded their investments in the cloud in response to an increase in remote work. They gave employees access to cloud-hosted applications without placing additional burdens on their corporate networks for solutions such as office productivity suites and customer relationship management systems.

Similarly, expanding cloud capabilities to enhance customer service is often a first step in digital transformation.

Data on People and Products Can Transform Business Processes

Digital transformation also requires businesses to collect data on customers to improve their engagement with them.

With secure personal data, organizations can turn to data analysis and data visualization to fully understand how customers navigate their business, what’s important to them and why they behave the way they do. In this way, businesses can anticipate the needs of the customer by responding to their patterns of behavior. 

Aggregated data can also be used to forecast supply and demand. Knowing when people want the products or services of an organization can help in planning. Artificial intelligence tools can monitor inventory and forecast when things might run low. AI can also be used to anticipate these challenges and improve the supply chain. That way, retailers can avoid running out of critical items. Those forecasts can be made through accurate data collection.

The cloud makes all of his possible. By taking advantage of its capabilities, organizations can engage with anyone, anywhere, collecting data and delivering on demand.

Story by Molly Rogers