Digital Transformation Changes The Business Operation


What is Digital Transformation?

Digital transformation is the implementation of digital technology into all industries, leading to substantial improvements in the way a company’s operations and the value it offers to its clients.

Generally, it’s about evolving how a company communicates with its customers as well as how they deliver a consistent experience to their customers whenever and wherever they need it.

The businesses need to implement digital transformation in operation that create highly engaged customers.

In order to provide better customer experience, you must first understand who this new form of digital customer is.

New, Digital Transformation Awareness Customer

Digital technology has influenced customer behaviors.

Smartphones, apps, machine learning, and automation enable customers to get what they want at the moment they need it almost immediately.

Customers also evaluate companies on their digital customer experience first because of the opportunities that come from the use of modern technology.

Firstly, you need to reconsider the way you interact with your clients.

  • Digital transformation for B2B sales teams means substitute calling marketing with social marketing. Instead of waiting for the customer to contact you, you’ll approach them and establish a relationship with them. You can do this by providing relevant content and your understanding as a solution to their issues.
  • Digital transformation for marketing teams means reducing spending on offline marketing activities. Today, you must use digital platforms to execute search engine marketing, account-based marketing, and email marketing strategies.

How to start with Digital Transformation

1. An efficient technology environment

In today’s business world, getting the right technologies to boost digital strategies is crucial. Organizations understand the need for agile systems to be applied and 86% of companies believe cloud technology is key to the digital transformation era.

The cloud tech allows businesses to be fast, agile, and flexible – helping the company the opportunity to test innovative, cost-effective, and low-risk initiatives – enabling you to use technology to meet consumer demands easier.

2. Personalized customer experiences

Today’s customers want businesses to consider them as unique individuals and understand their personal interests and the background of purchasing.


According to Accenture, 75% of clients agree that they are more likely to purchase from a business that:

  • Identifies them by name,
  • Understands its history of purchasing
  • Recommends products based on previous transactions.

Businesses have to be investing in CRM. With CRM, you can analyze and evaluate customer-related data based on previous experiences with a customer and your strategy. For example, you can get a clear view of the customer by analyzing general inquiries, product reviews, and service inquiries. Then these databases can be used to build customized marketing interaction that fits the individual needs of consumers, resulting in a more personalized experience.

3. Omnichannel 

The majority of customers now expect a reply to customer service within one hour at any time. This desire for immediate gratification required organizations to remain on-demand and available 24/7.

That’s why the digital transformation in Vietnam as well as global try to give their consumers immediacy, customization, and accessibility in the long term.

Consumers today are no bound to a single channel. Customers want seamless experiences no matter what channel and you should consider how you can connect together all the digital platforms you have in your business to have a single, user-friendly customer experience.

Duyen Ho – Digital Marketing Specialist of CrossTechCom – Reuters