Survival in today’s retail world means being agile at every point. Customers expect to be the center of all experiences. They’re looking for personalized treatment and immediate responses. Making the most of technology’s offerings can help meet these demands.
Undergoing a digital transformation requires an open mind and teamwork. Taking it step by step will ensure your organization is on the right path. Use the following guidelines and you’ll be ready for the future.
How are processes set up? What obstacles do teams face? What advantages does the arrangement hold? Review these questions as a starting point for any digital transformation.
Switching to a new system could be great—or devastating. The difference often lies in the reason behind the decision. Ask, “What do we want to do? Why are we making a change? What could we offer customers?” The exercise encourages creativity and the opportunity to dream.
Technology runs best when it is implemented in a way that supports an overall goal. Think about where you want to be in five years. Then map out a plan to get there. Set the vision for the organization and communicate it clearly to employees at every level.
Going digital and keeping departments isolated results in a disconnect. Get ready for disaster if the word “integration” is not brought up during the transformation. Look for ways to connect divisions, streamline processes, and dissolve department barriers.
Where do employees want to work? Many will answer “at home” or “anywhere.” AI and other technology may be able to replace certain tasks. Proper management is key when creating remote divisions. An emphasis on wellbeing and opportunities to grow will encourage employees to stay with the organization.
Who loves to come up with new ideas? Who wants to experiment with up-and-comping products? Ask workers, and you may be surprised with the number of volunteers. Employees value the chance to pursue their passions. Aligning their interests with their tasks, and then supporting them properly, can lead to breakthrough results.
What exactly do shoppers want? Have a team tap into the customer experience. Equip workers to easily video chat with online shoppers. When associates set up a meeting with repeat, long-time clients, the feedback they hear can be priceless.
What do customers see when they tap in via their smartphone? Or their desktop? How about their voice-activated device? If the experience is disjointed, customers will turn away. Ensuring everything is smooth and streamlined will win over new and repeat buyers.
If there is no limit on what could be spent, the doors of possibility open. Perhaps a new tool, such as headsets or an online help center, could be discussed. Once the budget is established, prioritize items. Not everything has to be purchased at once. However, the systems that are brought in will be put to the correct use.
A digital transformation doesn’t have to occur overnight. When it is considered an ongoing process, systems can be continually evaluated. This creates the opportunity to make further improvements and add in discoveries by team members.
Start your organization’s digital transformation by asking questions, gathering feedback, and re-imagining processes. Once you know what you want, bring in the tools to make it happen. When done well, digital transformation leads to higher profitability and lasting customers.
As a founding member and CEO of OSF Digital, Gerry has more than 15 years of experience managing start-ups and medium-size IT businesses and driving them to peak performance. With background in Enterprise Applications, IT Services and Consultancy, Gerry's impressive client and business portfolio sets him in the new breed for global entrepreneurship.
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