If you have been following the recent blog posts on Blogpodium, you must have noticed there is a major theme which we keep writing about : the Digital Transformation. As the world is changing rapidly, organizations need to stay in the game by investing in digital capabilities. But because many organizations find it difficult to predict the expected business returns for digital investments this results in little investments and a lack of innovation.
However, digital is more than a hype. It is radically changing the traditional ways organizations interact with their customers. The average customer no longer uses social media only to connect with friends or to share details about their lives. Now customers are willing to interact with organizations via social media, and expecting organizations to be out there too! Therefore the question is no longer how fast things are moving, but the question is: are you moving fast enough?
5 key digital trends
Accenture believes 5 key digital trends shape the digital transformation agenda of our clients, and can be identified in the global marketplace:
- Increasing amounts of devices being connected to online channels
- Users being online anywhere and anytime (and expecting organizations to be there too)
- Rising demands for personalization of sales and customer service
- Social media changes customer interaction from traditional channels to new digital channels
- Transformation from products towards services, causing a shift of focus for organizations
We are engaging in conversations with our clients about these trends and the impact on their organizations. Once you pass the struggle to convince people in your organization that it is time to invest in the digital space, other hurdles lie ahead. Key questions we hear include: What are the latest digital developments? What tools and capabilities do we need to obtain? How can we manage the user experience across the various digital channels? How can we create an integrated view of the customer? And how do we execute rapidly when our inflexible IT-infrastructure is not scalable enough to keep up with the increasing customer demand?
This post is the first in a series of blog post I will write on several digital themes. For more information and insights on Digital, please visit http://www.accenture.nl/digital