Great businesses always find ways to connect with their customers. And today, that connection leads with digital. Like it or not, consumer expectations around personalization are heightened in a post-COVID world. This reality places a purposeful and deliberate focus on the digital-first and, therefore, customer-first transformation.
Parker suggests starting with digital technologies and working backward from there. To do that, you’ll have to take it a step further than just having an online presence. "Digital transformation is more than selling things online," Parker said. Instead, start by asking, “What is the experience you want to achieve?” From there, enable the experience with the technology and data to create the optimal customer experience.
To create an experience, you need to pair online consumer behavior with seamless, personalized in-store experiences. Digital transformation includes a whole host of things, so if you feel stuck, prepare a digital transformation roadmap by asking honest questions upfront. Which services, verticals, company culture, communication models and product offerings do brick-and-mortar businesses need to operate as a digital (and customer) first business? Do you have a website, social media channels and a loyalty program? If not, what do you need to do in order to get those up and running (and fast)?
For your business to succeed, a digital-first approach needs to be part of your DNA—it needs to be your first instinct. To get there, you have to make a digital-first transformation. NCR’s digital-first solutions at the forefront by providing technologies and insights that support and nurture customer connections—never by taking away. We take care of the creation, the technology and the operation of your digital-first solutions, so you can focus on your customers instead. Reach out to learn more.