Ask any business or IT leader to describe their priority list, and digital transformation is surely to be a theme embedded in nearly every initiative.
Digital transformation is essentially the innovative application of a technology that creates or improves a process, product, or experience to drive value. Success metrics from Nemertes 2017-18 Digital Transformation research study are compelling. Among many documented metrics are the following:
- 63% developed new lines of business, generating an average of $3.7 million in new annual revenue
- 65% completed a project to help customers with their buying decisions, resulting in a 37% increase in upsell revenue and 290% boost in customer retention
- 46% reduced production costs through automation, resulting in a 30% average cost reduction
Organizations are implementing numerous DCX projects, and among them, five show measurable success:
- Adding customer-facing digital channels
- Mobile-enabling customer service
- Analyzing agent performance
- Adding real-time analytics of customer interactions
- Adopting omnichannel
The average improvements are compelling when organizations complete these initiatives. For example, the average improvement in customer ratings is 48%, while the decrease in operational costs is 28%.
For these projects to result in positive success metrics, it’s important for organizations to have a strong communications foundation. This may include integrated Unified Communications and Collaboration with Contact Center; cloud services; or partnerships with experts who can manage the day-to-day responsibilities.
In fact, as organizations move to a cloud or hybrid architecture, they’re relying more and more on partners. The partners simply can run the day-to-day operations for UCC and contact center, freeing the IT staff to focus on strategic business-technology projects. Or, they can help with developing strategy or more complex projects—based on their knowledge of vendor roadmaps and their experience with helping other companies.
For example, 35% of companies are using or planning to use AI in the contact center for functions such as machine learning, Natural Language Processing, and sentiment analysis. Managing those projects without assistance from experienced partners is challenging.
For more information on the DCX projects, along with the associated communications infrastructure, click to view: 5 Successful Digital Transformation Projects to Bolster Customer Experience.
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