Digital Transformation: the What, Why and How questions have finally been answered!

This post also provides our rev™ Digital Transformation Framework to help you plan your digital customer journey project.

Digital Transformation, why should businesses do it?

Digital Transformation right now is THE HOTTEST topic in the digital segment!

The advent of digital technologies has turned the traditional way that people communicate, collaborate on its head.

In some industry sectors like banking, travel, and entertainment, some companies have had to reinvent themselves JUST to remains competitive and continue to meet customer shopping expectations.

By 2022, Gartner predicts that 70% of all shopping transactions will be influenced by website or mobile device.

Reports also say that small to medium size companies are intimidated by the growing adoption of digital and have simply been left behind.
The weird part is that these same companies are already using digital tools every single day in the form of emails, proprietary software, phone apps, and websites?

The most significant hurdle is getting people to understand Digital, and what it will mean to them?

Digital Transformation and what it encompasses can be confusing!

It isn’t about of being on Facebook or have your data in the cloud or even using less paper?
It’s a mind change, and a culture change towards the way you use digital solutions in the workplace, to communicate your brand, and also interact and engage with your customers.

Digital Transformation projects are initiated for the following reasons;

1. Meet the needs and demands of today’s consumer
2. Access more efficient business development and marketing tools
3. Increase their operational efficiencies and adapt to staff culture shifts
4. Optimise the way you deliver your product or service
5. Allow the business to scale and grow.

87% of companies surveyed believe that Digital will disrupt their industry.
ONLY 44% are prepared for this disruption.

Digital Customer Experience encompasses all the digital touchpoints your business has with your customer. The Digital Customer Experience has now become a key differentiator for any company focused on omnichannel marketing and sales.

So where do you start?
What should be encompassed in a Digital Transformation project?

Planning a Digital Transformation Project

The very first thing you should do is speak with a digital transformation agency like rev™ about how digital solutions will work for your type of business and industry.

rev™ Digital Transformation services aren’t just another digital agency who is trying to sell social media campaigns and websites. rev™ is an end-to-end digital transformation agency who is passionate about using digital solutions to improve and grow businesses.

We are experts in helping companies to plan and invest in Digital Customer Experience and their Digital Customer Journey.

Give us a call on +61 3 9863-7444 to speak about how it works, and the rewards you may expect for your type of business.

rev™ Digital Transformation Framework

We know our stuff!
To help you get started, we’ve provided a fairly comprehensive framework below for you to use in planning your Digital Transformation project. This is the methodology we use for our clients, and we know it will fill in some knowledge gaps.

1. Understand the relevant terms and segments:
We won’t duplicate the effort by listing it all here, Google has plenty of great information that will help to understand terms like Digital Transformation, Digital Customer Experience, Digital Customer Journey, Omnichannel, Digital Marketing, Social Media Marketing, Artificial Intelligence, Augmented Reality, Voice Assisted Technology.

2. Engage a digital transformation agency:
Stop talking with web developers and social media marketers. Choose a subject matter expert in this field who understands business operations, marketing and sales, and also has a depth of digital experience within your industry.

3. Build your project scope:
• Is it to use digital internally to improve your business process?
• Is it to enhance and improve your customer communication and engagement?
• Is it to keep current in your industry segment and generate new business?

4. Identify your business challenges and build remedying solutions:
Get motivated people who understand your challenges to workshop ways to resolve these.

5. Build a great plan and be visionary:
You’ll need to get adoption by the business. Show your stakeholders how digital isn’t about today, it’s more about how your business and customers will interact in the future. Show how you can save cost BUT also maximise value. In the end, what’s the cost of doing nothing?

6. Get your brand message right:
Many companies embark on these projects using the same logo, company profile and slogan they had when they first went into business. This is the opportunity to review and update your brand message and positioning. As an example, Newspapers companies moved away from words like “print” and now use “digital publications”.

7. Build your Digital Customer Experience and Digital Customer Journey:
Map the digital touchpoints your customers use from research to purchase. Use the consumer decision making-process to design a digital customer experience and journey.

8. Invest in technology platforms that support your future needs:
There are a plethora of digital software tools available. Usability, integration, scalability, implementation, and support are all factors to consider before just the cost. Your digital transformation agency will already have some proven partners to recommend.

9. Don’t underestimate the change impact this will have on your business:
Your business will go through considerable change. Positions, skills, processes will all change. Consider the effect this will have on company culture.

10. Don’t forget the digital content and elements needed:
Be prepared to invest time and budget into graphics, videos, clips, images and more importantly quality ‘content’.

11. Set achievable milestones and goals throughout your digital journey:
Your project won’t end when you think it will (and that’s ok). Many digital projects fail because of time. Business stakeholders are often under the perception that at the end of the project, an abundance of new sales leads will suddenly appear. In fact, digital often reduces customer attrition rates. Plan and communicate milestones and goals clearly.

12. Don’t forget the Social Media and Digital Marketing:
No use investing in these projects to only help your existing customers. The digital transformation, digital experience, and the digital journey will now be the platform to generate new business via online digital sales funnels.

Lastly; our biggest tip!

Don’t build “products”. Create solutions which solve problems for your customers!
Reconnect with the “why we built this business” question to solve this…

80% of companies going through a digital transformation say that if they don’t complete these initiatives quickly, they will lose revenue within 12-months.

Why choose rev™ Digital Transformation Services?

rev™ Brand Marketing (rev™) is a digital transformation agency. We connect companies with customers by using Digital Customer Experiences (CX) and Digital Customer Journeys (DCJ).

Our team immerse themselves in your business and market segment, and we connect the digital touchpoints between you and your customers to discover precisely who your customers are, their needs, and how they behave in a digital world.

We use the consumer decision purchase process and contextual intelligence to understand the process your customers use to research and purchase. This information is converted to digital strategies and tactics that radically change your business behaviour to generate a positive digital customer experience.

rev™ use the Digital Customer Experience to implement hyper-targeted digital marketing and sales engagement programs which ultimately grow your business.

Call us on +61 3 9863-7444 or email us at [email protected]