Perhaps the reason that customer experience (CX) is so important is that we are all becoming digital natives – with some starting very early.
Sandra Ng is impressive, and she is a digital native. She is group vice-president heading IDC’s Asia-Pacific Practice Group. Based in Singapore, she is responsible for thought leadership and deep-dive insights and advisory content on IDC’s 3rd Platform disruptive pillars of Cloud, Mobility, Big Data Analytics, and Social, along with C-suite research and tech buyer engagements.
Her final keynote message to the 2000 BMC Engage 2016 delegates was “in digital transformation (DX) speed is everything, going faster is part of the change. Be a leader, not a follower”.
To achieve digital transformation, there were five key areas a business must address
- Leadership transformation – if your leader is not a digital native then find one.
- You must address -experience – all channels to get to a customer.
- Information transformation, especially harnessing mobile information and telematics.
- Operating model transformation – ops need to be part of the change.
- Workforce transformation – it is all about the culture of digital disruption.
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According to IDC by the end of 2017 some 66% businesses would have started or completed digital transformation and along with that will be a need to embrace new thinking – both on the business and customer sides. A business will thrive by providing things at the right time in the right place to customers who want to deal with them. Customers will need to consider how much they allow businesses to know about them. It may not be quid pro quo.
The number one indicator of success will be the net promoter score (NPS) – you don’t want just one sale, so information mastery becomes a highly sought after commodity.
Ng said that business will change very quickly over the next three to four years to 2020.
- 66% will be well on the way to digital transformation.
- 45% will have full access.
- 60% would have created new revenue streams from data.
- 75% will be innovating new products or services based on the data.
Ng finished with the following insightful if scary video on digital natives – please watch it.