Digital transformation involves integrating digital technology across all aspects of a business to enhance customer experience and drive revenue growth. Successful transformation requires collaboration among various stakeholders and overcoming siloed operations, while focusing on customer-centric practices. As the digital landscape evolves, organizations must prioritize optimizing customer interactions at every touchpoint to remain competitive.

1. DIGITAL
TRANSFORMATION____________________________________________________________
Succeeding in today’s rapidly changing
environment

2. DIGITAL TRANSFORMATION:
Understanding what it is truly about…
Digital Transformation is defined as…
the integration of digital technology into all areas of a business,
fundamentally changing how you operate and deliver value to
customers.
We prefer…
Customer Experience Transformation!

3. DIGITAL TRANSFORMATION:
Understanding what it is truly about…
Digital Transformation is about digital technology, right?

4. DIGITAL TRANSFORMATION:
Understanding what it is truly about…
Technological evolutions and technologies, such as:
o The Cloud
o Big Data
o AI (Artificial Intelligence)
o Mobile
o IoT (Internet of Things)
among others - are, in fact…

5. merely…
o Enablers of digital transformation and/or,
o Causes of digital transformation needs (among others as they impact
behaviour of consumers or reshape entire industries), and/or
o Accelerators of innovation and transformation.
DIGITAL TRANSFORMATION:
Understanding what it is truly about…

6. DIGITAL TRANSFORMATION:
Understanding what it is truly about…
So, what then is the core reason to ‘digitally’ transform?

7. In most digital transformation projects it is actually the customer
experience that takes centre stage and is the catalyst and driver of
digital transformation efforts.
DIGITAL TRANSFORMATION:
Understanding what it is truly about…

8. “As the importance of the customer
experience continues to grow, so too does
its impact on the bottom-line of
organizations. In fact, customer experience
is at the top of the corporate agenda in
nearly every industry.”

9. DIGITAL TRANSFORMATION:
The most important factor for business success…
Exactly who is the customer nowadays?

10. Everyone is a customer in today’s connected business reality
– buyers, employees, investors, partners, suppliers and other
stakeholders.
Whether it’s in their capacity as consumers, individuals or workers,
these people and the ways in which you engage with and empower
them…
…is the key to future business growth!
DIGITAL TRANSFORMATION:
The most important factor for business success…

11. “Customer experience is the single most
important factor for business success.”

12. Customer Experience = Conversion
A consistent and relevant customer experience is directly linked to
conversion. Conversion happens when you live up to expectations and
promises, regardless of where and when.
What ultimately makes someone click, buy, share or interact? Is it the
call-to-action or the customer experience and your promise?
DIGITAL TRANSFORMATION:
The most important factor for business success…

13. “Leaders in cultivating customer
experiences outperform others by 43%.”

14. DIGITAL TRANSFORMATION:
The most important factor for business success…
Why is Digital Transformation or Customer Experience Transformation
needed?

15. Today’s digital landscape demands that all areas of your organization
and ecosystem
– including processes and business functions –
need to be connected and aligned with the optimization of customer
experience(s) as the drivers of revenue.
DIGITAL TRANSFORMATION:
The most important factor for business success…

16. For all too long has optimization efforts occurred in disconnected and
siloed ways.
In an increasingly connected and complex customer, employee, partner
and other stakeholder environment…
…this isn’t possible anymore.
DIGITAL TRANSFORMATION:
The most important factor for business success…

17. “Thinking and working in silos is often the
major obstacle.”

18. DIGITAL TRANSFORMATION:
The most important factor for business success…
How do we overcome this to achieve successful
Digital Transformation or Customer Experience Transformation?

19. Successful Digital / Customer Experience Transformation can only be
achieved by attaining –
o a pure client- or people-oriented culture
o a mindset of collaboration
AND
o an information-powered ecosystem
DIGITAL TRANSFORMATION:
The most important factor for business success…

20. Where this information-powered ecosystem
creates an environment which allows for:
o end-to-end customer experience optimization
o operational flexibility, and
o innovation
DIGITAL TRANSFORMATION:
The most important factor for business success…

21. “Altimeter defines digital transformation as:
the re-alignment of, or new investment in,
technology and business models to more
effectively engage consumers at every
touchpoint in the customer experience
lifecycle.”

22. DIGITAL TRANSFORMATION:
The most important factor for business success…
Who is responsible for
Digital Transformation or Customer Experience Transformation in an
organisation

23. Firstly, the customer experience doesn’t belong to just one department
because a transformational approach includes several stakeholders,
such as the –
customers, employees, investors, partners, suppliers and more.
Therefore, to truly enhance the customer experience in an enterprise-
wide and holistic way, several elements, divisions, processes and
technologies need to be taken into account.
DIGITAL TRANSFORMATION:
The most important factor for business success…

24. Although involvement may differ across businesses and industries,
various business divisions need to work closely together to create a
successful customer-centric Digital Transformation ecosystem,
where this usually includes -
IT, Marketing, Sales, Customer Service and of course, Management, to
name a few.
DIGITAL TRANSFORMATION:
The most important factor for business success…

25. “The customer isn’t king anymore;
everyone is a customer in today’s rapidly
changing environment and the customer is
dictator.”

26. DIGITAL TRANSFORMATION:
The most important factor for business success…
What are you doing to ensure your
business’ success?

27. Learn more about our award-winning
Information-powered Ecosystem
to help you succeed in today’s rapidly changing environment!
DIGITAL TRANSFORMATION:
The most important factor for business success…

28. GET IN TOUCH
____________________________________________________________
EMAIL
hello@emsdigital.co.za
WEBSITE
emsdigital.co.za
We look forward to being your partner in this Digital Transformation journey!