Digital transformation provides organizations with an opportunity to better understand the modern buyer, engage with them and deliver on their expectations of a multi-channel consumer experience.

Below are three ways to help your organization get started with a digital transformation.

1.  An agile, adaptable IT environment

Possessing the right technology to power up digital strategies is fundamental in the business world. Organizations recognize the need for implementing agile systems and that cloud technology is critical to digital transformation. The cloud enables organizations to be fast, flexible and dynamic– giving your organization the capability to evaluate new projects that are cost-effective and low-risk– making it possible to use technology to satisfy consumer demands quicker.

By easily connecting Software as a Service (SaaS) applications such as consumer databases, Big Data analytics, web and mobile apps, your organization can digitally record all touch-points to create a 360-degree view of the consumer. By utilizing this data, the organization will understand how, when and why its consumers choose to do business with it.  In addition, your business can deliver a better, more enhanced consumer experience.

2.  Personalized consumer experiences

At present, buyers want organizations to treat them as unique individuals and know their personal preferences and purchase history. 75% of consumers admit being most likely to purchase from an organization that:

• Identifies them by their name,
• Understands their purchase history, and
• Suggests products based upon their past purchases.

With a Customer Relationship Management (CRM) system, your organization can evaluate, and research customer-related data based upon a consumers’ previous interactions with your organization. The organization can also obtain a good understanding of its buyers by evaluating general requests, product quotes and support inquiries. This data can then be used to create highly targeted messages to match consumers’ individual preferences, which results in a more personalized experience.

3.  A seamless multi-channel experience

Technology has empowered consumers to get what they want, when they want it, and how they want it. More than half of all consumers now count on a customer service response within one hour.

Everything is now occurring in real time, which is why those organizations that can offer personalization, immediacy and accessibility to their customers will win out in the long-run. Tying all of these interactions together allows your organization to create a single digital profile every time a consumer interacts with the business.