A Crash Course in Digital Transformation
For the past couple of years, digital transformation has dominated business conversation. For most companies, it is a major concern and strategic priority. Ironically, in a way, Covid-19 has thrust many businesses into a digital transformation crash course. They are confronting the realities of running completely remote businesses without any planning or strategy. They are having to build digital capabilities with no warning, research or preparation. Businesses are learning how to manage people from afar and keep company culture alive through Zoom calls, virtual town halls and happy hours.
Many are reworking their operations to account for supply chain challenges. Some businesses are completely pivoting, reinventing the products and services they are offering. In New York, some restaurants are converting their spaces to grocery stores to sell the provisions that would otherwise have spoiled. And of course, we would be remiss in mentioning that many are also shuttering their doors forever.
But, many are finding ways to adapt and accelerate. We are all pivoting, innovating, testing, trying. After all, innovation is often born out of crisis.
Digital Transformation in Age of Unpredictability
In our current state, digital transformation has… transformed. People, businesses — we all are dependent on digital like never before. It is a lifeline for everyone right now, both on a personal and a professional level. As a result, digital transformation has taken on an entirely new meaning.
During the last few months, customer bases have increased as more people are relying on digital and eCommerce. However, consumers’ needs have also evolved, and what they expect from brands today is not necessarily what they expected yesterday. Engaging and connecting with consumers goes beyond just providing a good experience. It requires empathy, giving back, understanding customers — and people, generally — on a new level. Businesses that are open to innovation, connected to their customers and their data, and practicing empathy are weathering the storm and charting new courses.
I think we can all agree that while things might get back to some sense of normalcy, they will never be the same again. I don’t say it to be dramatic, rather, because the sooner we understand this simple fact, the better job we can do at adapting to what comes next.
That begs the question: what is next in digital transformation?
Change is constant, but uncertainty doesn’t always have to be if you’ve got a solid, adaptive business strategy. The next chapter of digital transformation will see brands shift from having a digital strategy that worked once upon a time to one that works whatever happens.
The Digital Changemakers: Dedicated to What’s Next in Digital
At Contentsquare, we’ve been asking ourselves this very question. We’ve been searching for ways to stay connected to our customers and community, while also preparing for the unpredictable. First, we focused on providing valuable, fresh weekly data on how coronavirus is impacting eCommerce on our COVID-19 hub. After all, we believe data is the first step to solving any challnge. But, we have also been asking ourselves, how can we contribute to our industry? How can we make a lasting impact? How can we make sure that we create positive change during a time of such turbulence?
Two things came to mind: community and innovation. So, we decided to combine the two by creating a community dedicated to fostering innovation with the CX industry: the Digital Changemakers.
There is enough room in this space for all of us to do amazing things, create exceptional experiences for customers and support each other. Let’s come together during a time of isolation and share our collective experiences, learn from each other and create cutting-edge, innovative ideas to help power the future of the industry.
That is where you all come in. We’d like to ask you to join our Digital Changemakers’ Community.
Once you become a member, you’ll have exclusive access to research, insights, industry expertise and, most importantly, a group of like-minded members within the industry. We’ll be updating the site regularly with new content, interviews and virtual events (for now). You will also see a form at the footer of every page where you can ask a question or even share an experience for the group to learn from.
We hope you join us and look forward to defining what the future holds for digital.
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