Digital transformation is not an IT initiative as many believe. It is a C-suite initiative that is derived from the company’s strategic direction; integral to sustaining its competitive advantage.
Upper management must decide on the unique customer journey that the client will experience when interfacing with any of the company’s touch-points: website, outlets, customer service, and delivery.
Once the journey is mapped and defined, then, a collaborative, co-creation activities involving all stakeholders in every department take place to assure that the flow of the journey is implemented.
Let me share with you a unique customer journey I experienced recently.
I went recently with my son shopping for a suit for his high school graduation ceremony. Upon walking in this reputable store, we were greeted by a friendly staff who led the way to the suits’ section.
My son liked a design that did not quite fit. The staff held a device that is the size of a mobile, it read the code, she made two selections and said, “it is coming”. In no time, another staff came with the needed suit which fit perfectly but needed some hemming. The staff took the measurement and led us to the cashier.
Upon sharing my mobile number, the cashier confirmed our home address and stated that the suit will be delivered the following morning between 10 and 11 am. And they did.
How did this happen?
A team from various functions at this retailer imagined that amazing shopping experience and implemented it by integrating a supply chain management, warehouse, point of sale, delivery subsystems. The manifestation of that experience took place by investing in IT, training, and the retail store’s layout to provide a smooth flow of the various shopping activities.
There is a long list of banks, mortgage & insurance companies, pharmaceutical companies, airlines, government, online retailers that invested in digital transformation initiatives to offer amazing customer experience.
ProServ, using iGrafx BPM, can assist you in designing that customer journey while identifying the various business processes needed to undertake it. For more information, https://i-proserv.com/contact-us/