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Customer-Centric Digital Transformation
Everybody understands the necessity of Digital Transformation (DT). However, going ‘digitally’ holds the risk of alienating customers, which could do more harm than good. Wikipedia about DT: ‘The transformation stage means that digital usages inherently enable new types of innovation and creativity, rather than simply enhance and support traditional methods.’ Teleportel (since 2001) has developed a rich Suite of creative methods and innovative technologies enabling organisations to go through the DT process, while actually improving the quality of Personal Contact with their customers. The design of the perfect Customer Journey Experience is based on 3 foundations: 1. Real Personal Contact. 2. Automated Interactive Self-Service Capabilities. 3. Digital Intelligence. There are 4 basic ‘personal communication strategies’ to ensure the right fit with the organisational structure and the business: the combination of ‘human involvement’ (yes or no) with the use of live video (yes or no). The compelling business reasons to incorporate Real Personal and Personalized Contact into Digital Processes are: 1. Sustainable Cost Reductions. 2. Improved Operational Productivity. 3. Service Excellence. Real Personal contact does make all the difference and it can go hand-in-hand with Digital Transformation. In this link you can find more information, a leaflet and a few video clips, outlining how that could work for you: [How to Improve Personal Service in a Digital World] ![Digital Transformation] : http://www.teleportel.com/dt/en.html : https://i.imgur.com/3cLuqIa.jpg
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