The term ‘digital transformation’ is used a lot in the media, but what does it really mean? Why should businesses and managers concern themselves with it? Check out how Exponential Training is using digital technology to grow and to improve our customer’s experience.
Going Digital with Exponential
‘Digital transformation’ can be defined as the application of digital technology. When it comes to business, digital transformation can be and arguably should be implemented across every business function if your business is not putting a transformation strategy into action then it is likely that you and your customers will be missing out – if not now, then in the very near future.
A successful transformation strategy can enable a business to grow and evolve within their market by meeting the changing needs of their customers. Customer experience is usually at the heart of digital transformation, as a result, the primary focus should always be to use cutting-edge technology to improve the customer experience and stay ahead of competitors. But what are the benefits of digital transformation?
Improved customer satisfaction:
In today’s business climate, customers expect instant gratification, regardless of device and platform. They want simple access to products and/or solutions, and they want it NOW! With the bigger companies setting the tone when it comes to digital transformation, smaller companies that continue to deliver an outdated experience are likely to frustrate customers, resulting in lower customer satisfaction and even lost business. With the advent of apps and cloud-based services digital tools have become accessible even to the smallest of enterprises.
At Exponential Training, we have invested in new learning and assessment platforms and tools such as LEAP, ManagementDirect and TeamMate 360. Combined with other tools such as KEAP, Meet Edgar and SharePoint, we are rapidly becoming a paper-free, digital enterprise which consistently outperforms much bigger competitors and businesses.
Improved decision making:
Like most businesses, Exponential Training has a large database of information about prospects, customers and business performance. Unlike many enterprises that do not use their data effective, we work hard to ensure we can exploit our data to help us to improve our performance and customer service. We use tools to help us to collate and analyse data to inform decision-making. This data can be used to help make insightful business decisions and therefore deliver a better customer service.
Improved efficiency and profitability:
Digital transformation can help to streamline critical processes that may have been holding a business. Exponential Training now uses online collaboration platforms daily and would be lost without having remote access to a vast range of tools and platforms. Today, Exponential team members can and do work anywhere and anytime which is helpful given how many overseas trips our team makes annually. Now time in airport lounges is productive and those long evenings in hotels between meetings become primary productivity hotspots!
Improved reach:
A big driver for digital transformation is the ability to deliver services and products to your customers from anywhere, at any time. The introduction of a new mobile app, online instant chat and self-service functionality will all go a long way to improving customer reach and retention, therefore refining customer experience. Over the past 2 – 3 years, Exponential Training has delivered on-line training and performance coaching to around 1000 learners in over 40 different countries – often without leaving our office!
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