Digital transformation is no longer an option but a necessity for businesses, with customer experience at the core of next-generation operating models. Companies that prioritise customer experience can realise significant benefits, including 20% higher customer satisfaction rates and up to 15% increase in revenue.
The key to successful digital transformation lies in three main areas. Firstly, creating customer journeys, not just touchpoints, which involves understanding the end-to-end customer experience, not just isolated interactions. Secondly, businesses must leverage the power of data and analytics to deliver personalised experiences and make informed decisions. Lastly, businesses should focus on agility, which involves fostering a culture of continuous improvement and adaptability.
However, overcoming the challenges of digital transformation requires a fundamental shift from traditional operating models. Businesses need to break down silos and encourage cross-functional collaboration to deliver seamless customer experiences. Additionally, they should consider adopting new technologies and methodologies, such as automation, artificial intelligence, and agile ways of working.
In essence, the future of business lies in putting customer experience at the heart of their operating models. This holistic approach not only drives growth but also fosters customer loyalty and creates a competitive edge in the digital age.
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