In the past year, organizations went hard at work to implement solutions for an entirely digital transformation organization, and this will be no different in 2017.
There are many new developments in the field of digitization, for example, employees are no longer bound to a workplace and documents are stored digitally instead of hardcopy.
For organizations, it is important to play to these changes, not only to work more efficiently, but also to be competitive. Here are 4 developments in the field of digital transformation that we can expect in 2017.
1. Customer experience
Face-to-face contact is rare these days, the contact between an organization and customer nowadays is almost always via digital channels. Customers are also becoming more assertive when they have to let them know this is a problem or complaint, for example through social media.
This is often disastrous for an organization. Building relationships with clients are, therefore, more important than ever. Customers with a good experience to spend on average 140% more than customers with the worst experience and are more involved in the organization.
Digitization helps organizations creating the best customer experience; they can now help their customers faster and easier through various digital channels than before.
Questions can be answered within a minute via Facebook or live chat on the website. Organizations should consider the incoming data and must be converted into knowledge and insight through the use of analytics. A solution that can help organizations in serving customers web-based capture.
Web-based capture could be a game changer in processing large amounts of information: it reduces unnecessary handling and the ability to protect information increases.
2. Change in the traditional functions
To respond quickly to digital developments and changing customer behavior, other features will be needed within an organization. In recent years, many new features have been added.
Besides, the demand for data experts will, therefore, have to deal differently with application procedures and must find other ways to attract staff.
It’s hard to find experts who are aware of all developments in the team. Organizations should focus on the actual data analysis skills rather than experience in the industry. By deviating from the normal application procedures, an organization can attract staff who can give new insights to the organization with their different experience.
3. Ensuring information
Daily employees digitize hundreds of documents, including all e-mails sent each day containing confidential information. This data will remain available digitally for years. That’s convenient, but also brings risks with it.
The protection of information and the ability to meet the ever-changing compliance requirements must then also have a high priority within organizations. Analysts estimate that nearly 90% of all passwords are vulnerable to hackers and this rate will not be lower because hackers, like computers, are getting smarter.
There are many developments in the area of security of documents and information such as the central management of document storage and multiple cloud solutions. In 2017, we will see much more solutions that help organizations to prevent data leaks.
4. Speed Technology
The speed of technological developments taking place is unprecedented. Computers are getting faster and smarter, and work is taken over by robots. Also, more and more devices are connected to the Internet.
Organizations must be able to switch quickly and prepare to replace the current systems. In the next 24-48 months, the market for smart devices will grow tremendously, 2017 is an important year for many organizations to evaluate and refine their digital capabilities.