Has the pandemic made you realise it’s time to get serious about accelerating those digital plans?
If you, or most of your business, have or are still working from home – that’s a firm yes. The digital shift is apparent, and as we tip into a post-COVID-19 world, it’s time to make those plans a reality, fast.
What does this mean?
The past year has seen users embrace new digital habits and with it, new digital expectations. For example, the gyms, pilates and yoga studios that have thrived through the pandemic did so because they moved classes online and many, adopted apps.
The upshot is, their customers now expect to access timetables, workout content and payment processes, digitally. According to a recent McKinsey, worldwide, 58 percent of customer interactions were digital as of July 2020, where that figure was only at 36 percent as of December 2019 and only 20 percent in May 2018.
McKinsey also reported that “respondents are three times likelier now than before the crisis to say that at least 80 percent of their customer interactions are digital in nature.”
A similar report by BCG found before COVID-19, around 50 per cent of companies prioritised digital projects, now, that figure is past 80 percent.
At this point in time, it’s vital to stay on the front foot. So where to start?
Learn as much as you can about your digital customer’s new journey
As mentioned, things have changed – habits and expectations. It’s time to organise efforts around any opportunities to provide a higher quality digital experience. Many organisations skip over this part, prioritising the journey without actually studying the experiences regularly.
A Discovery Workshop is an excellent way to get chummy with your customer’s movements again and figure out how to evolve your digital business to better suit new expectations.
The software you have, no matter the cost, will work in the short term, but often issues arise in the long term when you look to scale. And the longer you leave it, the bigger the risk of it causing future problems.
It’s fine, everyone cuts corners at some point, but if you are looking to start a new project or modernise an existing build, it’s time to pay off that debt using a software specialist or any internal IT resources to start fresh.
Assess where automation will drive the biggest benefits
Automation is about making your organisation better. It can make more efficient use out of company funds and resources. It can also make your workforce more productive, consistent and agile.
The big question is what do you automate? Transaction processes are a great place to start, customer queries, report generation, email campaigns, document processes and inbound marketing are all commonly automated tasks.
Automation can be a scary word from some, but really it’s about removing the repetitive and time-consuming tasks to give staff more time to focus on tasks which require more complex thinking skills.
Consider low-code to supercharge development
When it comes to making progress quickly, choosing low-code is the way to get there. Because low-code makes software development more affordable and accelerates the entire process, projects can be accelerated, and that pivot or reset can be done much faster than traditional approaches.
Many platforms these days are proven to scale to enterprise level, but there’s a lot to be considered so take the time to read up on how it will work for your next project.
Never has there been a better time, to get those idealised digital projects over the line, than in a world where Zoom is preferred over a face-to-face meeting. It’s time to reset, pivot and think big.
If you’re ready to accelerate your next project, get in touch with us today to discuss how we can get you there faster, and with less risk.