PA business transformation expert, Stefan Knapp, has had a byline published in Finans.dk discussing digitisation and customer experience – and how closely the two are related. Stefan says that companies realise the importance of using new technologies and digital innovation to create products and services that attract clients. However, far too many companies become overly ambitious and forget about the basics when it comes to creating a digitised customer experience.
“First of all, companies need to have a clear idea and understanding of the foundation of their business, and this starts with a clear client segmentation, a strong and transparent value for clients and a relevant use of client data,” says Stefan.
Stefan refers to a new customer experience survey from PA Consulting Group that shows the best way forward is for companies to create a balance between digitisation and world-class customer experiences. Moreover, companies must be aware of the digital potential of their companies but implement changes at a well-considered pace.
Stefan concludes: “Letting the customer experience determine the company’s digitisation initiatives is often the better strategy. This way, the company’s digital development will create the most value for clients.”
Stefan Knapp is a business transformation expert at PA Consulting Group