Digital transformation is more than a buzzword, it’s an imperative.As the world of work, commerce, and leisure continue to grow increasingly digital, organizations that can’t connect the dots are at greater risk of losing business to competitors who can.With a global pandemic that threatens to destabilize the economy still underway, the most future-focused organizations are finally acting on the need to transform digitally—and they’re improving both the employee and customer experience in the process.
Here are 5 trends influencing digital transformation in 2020.
1. Nonstop data collection
Data is everywhere—and according to some, it’s the world’s most valuable resource. Under the right conditions, it enables organizations to offer truly customized advertising, marketing, and customer service.Under the wrong ones, most data goes unused. A global survey of more than 1300 business leaders found that 55 percent of collected data—an amount too large to fathom—remains in the dark.It’s not leveraged to improve business outcomes. Instead, it sits on a server.This affords organizations that put data to work with an extreme advantage. Beyond personalization, data has the potential to do what even the most hardworking humans can’t: power countless business processes efficiently and at scale.For a healthcare worker, this might mean managing patient care in one system instead of three. For a customer service manager, it might mean the routine categorization of support tickets.As organizations across industries continue to collect absurd amounts of data, those that embrace digital transformation will not only weed out inefficiencies, they’ll also reduce operational costs while enhancing the customer experience.
