Digital Transformation with the aim of Maximizing Customer Experience
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Digital transformation aims to maximize customer experience through optimizing current processes and creating new products/services. It involves updating technologies, digitizing processes, collaborating with fintechs, and culturally transforming employees. This allows companies to better analyze customer journeys, discover process issues, and serve customers across digital channels. It also enables remote work and seamless customer interactions. Implementing AI helps provide personalized omnichannel experiences and gain insights into customer emotions. Overall, digital transformation helps build better products/processes and understand core customer needs to improve the subjective experience.
Digital Transformation with the aim of Maximizing Customer Experience
- 1. Digital Transformation with the Aim of Maximizing Customer Experience Dr. Okan Acar Digital Banking Group Manager
- 2. 20th Century Model Mass Market Model, Customer; • Purchase • Don’t purchase 21st Century Model Customer Networks Model, Customer; • Purchase • Don’t purchase • Communicate with other customers Why are we talking digital transformation?
- 3. What does digital transformation mean? Digitization Digitalization Digital Transformation Analog to digital Process of tech-induced changes in business The total and overall effects of digitalization in business, society, way of living etc.
- 4. Digital Optimization vs Transformation Improvement of current • Business models • Revenue stream • Products and processes Creating new • Processes • Products and services • Business models To maximize • Customer Experience Offering new value proposition and business model, ultimately.
- 5. Digital Transformation – Action Plan Technology Transformation Digital Optimization Digital Collaborations Cultural Transformation A B C D
- 6. Technology Transformation Digital Transformation – Action Plan A • Updating software architecture via new enterprise architecture • Encoding softwares with new languages • Improving infrastructure • Deciding on Make or Buy processes • Improving hardware
- 7. Digital Optimization Digital Transformation – Action Plan B • Eliminating redundant processes • Reducing several processes into single process • Automating processes
- 8. Digital Collaboration Digital Transformation – Action Plan C • Questioning the way the company work • Transition to aaS structures (SaaS, IaaS, PaaS) • Integrating with Fintechs
- 9. Cultural Transformation Digital Transformation – Action Plan D • Expansion of innovation culture • Using agile structures not only in IT but also in business units • Ensuring employees’ support for transformation • Ensuring the support of senior management • Experiencing various gamification practices • Improving digital skills
- 11. What is experience? 1. An observation of facts or events. 2. An event or occurrence which leaves an impression on someone. 3. Feeling (an emotion).
- 12. What is customer experience? CX is the sum of subjective ideas that arise as a result of direct or indirect interaction with a product or service at conscious or subconscious level.
- 13. Customer Experience CX varies from customer to customer, time to time, culture to culture or context to context. The companies goal is to make this subjective experience more pleasant, memorable and positive. VaryingExperience AimtoimproveCX
- 14. How does digital transformation help to maximize CX? Customer foot steps can be better analyzed Process bottlenecks can be discovered before customer complains Customers are served in digital w/o going to any physical place Digital Tracking Tools Process Mining Digital Channels
- 15. How does Digital Transformation Help to Maximize CX? Employees to work under new business models which increase the cooperation Employees to work remotely Employees to interact with their clients flawless and seamless ways Agile Design Thinking VPN Remote Authentication
- 16. How does Digital Transformation Help to Maximize CX? Artificial Intelligence models to be implemented in several services Customers can track/proceed their transaction through any channel Companies can understand the feelings of the customers with AI Advance Analytics Omnichannel Emotion Recognition
- 17. Summary It enables the company to build better Products/Processes It works with AI to understand the core requirements It enables the company to approach its employees in more convenient ways
- 18. Thank you drokanacar Dr. Okan Acar Digital Banking Group Manager Kuveyt Turk
Editor's Notes
- #3: Paylaşım ekonomisi, İnovasyon, geçişken sektörler, deneyim
- #4: What does digital transformation mean? The terms digitization, digitalization and digital transformation are often used synonymously to describe the impact of digital technologies on society. On closer inspection, however, we can appreciate the finer nuances at these concepts: Digitization describes the process of transferring analog data into digital (computer-readable) formats, or put in other words: of turning ABC 123 into 0s and 1s. Rooted in the development of the modern binary system by the German mathematician Gottfried Wilhelm Leibniz in 1679, digitization really took off in the 1940s with the groundbreaking work of John von Neumann that started the information age. In contrast, digitalization can be defined as the process of technology-induced changes in business. In other words, the term focuses on how emerging digital technologies may be applied to induce meaningful changes to businesses and its customers. Last but not least, digital transformation focuses on describing the total and overall effects of digitalization on business and society, thus capturing the implications that newly adopted digital technologies will have on the economy, ecology, society, and business ecosystems. We may capture these nuances in one sentence as follows: Digitization enables digitalization leading to digital transformation
- #5: What does digital transformation mean? The terms digitization, digitalization and digital transformation are often used synonymously to describe the impact of digital technologies on society. On closer inspection, however, we can appreciate the finer nuances at these concepts: Digitization describes the process of transferring analog data into digital (computer-readable) formats, or put in other words: of turning ABC 123 into 0s and 1s. Rooted in the development of the modern binary system by the German mathematician Gottfried Wilhelm Leibniz in 1679, digitization really took off in the 1940s with the groundbreaking work of John von Neumann that started the information age. In contrast, digitalization can be defined as the process of technology-induced changes in business. In other words, the term focuses on how emerging digital technologies may be applied to induce meaningful changes to businesses and its customers. Last but not least, digital transformation focuses on describing the total and overall effects of digitalization on business and society, thus capturing the implications that newly adopted digital technologies will have on the economy, ecology, society, and business ecosystems. We may capture these nuances in one sentence as follows: Digitization enables digitalization leading to digital transformation