How to use technology to achieve an equilibrium between operational efficiency and consumer advocacy?
More customer consult organizations for answers through google, mobile, chatbots and online. Organizations focus on a shift to digital channels but struggle to this from a real customer perspective. Companies struggle to meet increasing customer demands in the digital space by rapidly deploying technology-powered interactions as additions to already comprehensive operational models. The new is grafted onto the old as a quick fix.
As leaders in digital transformation management, we know that the adoption of technology is only part of the equation. Market leaders won’t be decided by the amount of technology they employ, but rather by how they adjust their service operation to meet changes in customer behavior. The customer journey is more important than any individual service transaction. That technology can help curate service journeys is undeniable. The difficulty is how to use technology to achieve an equilibrium between operational efficiency and consumer advocacy.
At TKC digital, we evaluate all parts of your operating model, helping you pinpoint improvement areas. Experts in chatbots, customer-focused content, and all things digital, we can help you implement an approach aimed at harnessing digital disruption.
2 December 2019
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