Improving customer experience is the ultimate goal of any digital transformation initiative, regardless of whether the client is external or internal to the organisation. By enhancing the adoption of new technology, organisations have the opportunity to streamline and automate key steps, improving their customer journey and reduce operating costs.

Appropriate adoption of technology can also enable organisations to design new business models and bring to market disruptive business propositions faster.

Any technology is just an enabler, and therefore successful digital transformation initiatives need to address all three areas: people, processes, technology making sure that they are aligned to positively impact business outcomes such as customer experience, new product development, or new business model design.

Digital transformation is not something that organisations can outsource; senior executives have to own it. They need to engage, embrace, and adopt new ways of working based on the latest and emerging technologies that can enable new and innovative approaches to customer intimacy. It requires a well thought coherent vision, strong leadership, and a good understanding of the desired benefits to be achieved by the organisation through its digital transformation project.

We assist organisations to put in place sustainable and appropriate innovation infrastructure / processes and procedures aligned to quality improvement and digital transformation programs, whilst being cognisant of the culture and innovation maturity of the organisation.

Through facilitated workshops, we map the customer journey for several identified customer personas. We work with our clients to understand existing operating challenges and issues across all customer touch-points to identify "pain points" (opportunities for improvement) and "bright spots" (successes of the process). With a holistic sense of what is working and what is not, progress is made by piloting amendments to processes, launching new services, and identifying technology tools to address specific pain points for specific customer segments.

The major advantage of such an approach to digital transformation is that client organisations are not constrained by existing internal business processes or technical requirements of technology, but any improvements are based on customers' needs.

We have been involved in several digital transformation projects in the Middle East and Europe with universities and SMEs, identifying issues and bottlenecks with current processes, advising clients on new technologies that can automate their customer journey or streamline and automate internal processes to add value and reduce costs.

We support our clients through the whole digital transformation lifecycle from identifying challenges and opportunities, confirming the desired vision, developing the strategy to success, evaluating suitable technologies as well as providing advice during the implementation phase with the view to ensure that all desired benefits are captured by the organisation.

Find out more about our digital transformation framework here.

Access our digital transformation articles and insights here.

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