Digital Transformation – Customer Experience (3 of 4)
This is part of the Key to Success for Digital Transformation blog series highlighting key to success in digital transformation and on how companies are not only driving efficiencies in the internal & external business processes but also taking advantage of opportunities presented to differentiate from competitors.
In this blog, we will walk through some of the customer examples on how companies are addressing the customer experience to deliver truly seamless experience across the business process.
Adobe has successfully transitioned from selling boxed software to cloud-based subscriptions. The company’s customer interactions—once periodic and performed through resellers or partners—are now continuous and occur across multiple channels, including social media, display ads, e-mail, the call center, direct sales and the Web. See details (Page 7) on how Adobe is now able to fully operate as a cloud-based company by utilizing SAP solutions with in-memory computing, data visualization and advanced analytics.
SAP has re-imagined the user experience with SAP Fiori and the next generation applications like SAP S/4HANA delivers a personalized, role-based user experience and it simplifies the UX across all the business lines, tasks and devices – to reflect the way one actually work throughout the day. See the article on how Freescale benefited with the simplified user experience in their HR master data information by getting the right and relevant information down to 1 screen from 19 screens.
Customers are investing to provide consistent and meaningful brand experience across their channel, eveytime. See how companies such as Samsung, Attachmate, Ericsson, HTC (details) are utilizing hybris omni-channel commerce solution to help target and engage their customers better, wherever they are.
Dell went through a digital transformation with open APIs and API management solution to improve their customer experience. Their internal teams and external partners are leveraging an extensive API ecosystem for creating value-added applications and services for their customers. Through support-desk APIs customers can find out their order and warranty status, device driver information, and access to product manuals (read more). SAP API Management enables businesses to create and deliver content and services to their consumers, partners and employees while promoting innovation and supporting new revenue streams.
It is therefore critical to address customer experience during digital transformation to involve every function of the organization touching the business process including end customer/partners to deliver the truly seamless customer experience.
Please do share digital transformation story and how you are managing at your enterprise.