This piece can lead toward explaining the importance of your business being digitally up to date. This can mean apps, software, and other solutions for daily work, as well as solutions to help your clients interact with you (call centers or automation), learn more about services and products, and leave customer feedback.
The rapid development of new tech (and not only AI) is necessitating being digitally up-to-date. Businesses are increasingly looking into apps, software, and other solutions for daily operations, as well as solutions to help their clients interact with their brands seamlessly.
Call centers play a significant role in this process. Because of that, they’re being automated to provide a better customer experience and reduce waiting times. The process is primarily concerned with customer education and customer feedback, but there are also some other points of interest.
Digital Transformation in a Nutshell
Digital transformation is all the rage these days but not all of its proponents truly understand what it portends.
This is due to the fact that the term as is open to different interpretations, with different businesses associating different meanings to it.
In the simplest terms, digital transformation is the use of digital technologies to streamline, simplify, create, alter, or perfect business processes, business culture, and customer experience.
Since this is literally every operation a business normally undertakes, the only thing that can be concluded with certainty is that digital transformation is meant to tackle all operations rather than separate segments.
Ideally, a digital transformation should include process transformation, business model transformation, domain transformation, and organizational digital transformation.
However, it’s fine to start with the typical goals first, namely increased productivity, improved customer service, and cost reduction.
Planning Digital Transformation
Develop a strategy through a set of frameworks to be followed by every member of the organization. Detail goals, responsibilities, expectations, and the means how to achieve these aims.
To mitigate risks, pay attention to security.
It’s important to note two terms in this context: data security and data privacy.
Data security is the process of protecting corporate data from unauthorized access, which includes cyber attacks, ransomware, malware, viruses, and similar.
Data privacy is the divergence between data that can be shared (non-private data) and data that cannot be shared (private data).
Enforcing data privacy basically portends two processes, namely access control and data protection.
Access control ensures authentication as to prevent third parties from unauthorized access. Data protection ensures that even if unauthorized access happens, data won’t be corrupted or lost. The usual data protection method is encryption.
Data security and data privacy have many similarities. The difference between the two is that the first protects data from malicious activity and the latter ensures confidentiality.
With so many risks involved, it is critical to ensure that a digital transformation doesn’t prioritize progress over safety. All steps need to be followed to ensure utmost security, including training, legal counsel, and governance policies.
Getting Started
Getting started with digital transformation is the most difficult part. To simplify the matter, start with defining your budget, everyday processes, and the state of your tech.
The only thing that can be said for certain in this regard is that digital transformation means alignment. That’s why businesses must make certain that their leadership teams agree on the process and company goals.
This is normally done by assessing processes and practices within the organization and deciding which areas can be enhanced. Since these can be literally anything, the road to optimizing the processes is also upon you.
Typically, businesses start by adding more new tech. While modern technologies can make everyday tasks easier, too much of anything isn’t good anyhow. Rather than adding an app for every problematic task, look for systematic solutions and improve existing methodologies and obsolete software.
Enter Citizen Automation
Obviously, this is a lot to take in, especially for people who aren’t IT professionals. That’s where citizen automation and development benefits fit in.
Basically, the term “citizen automation” refers to the empowerment of all employees regardless of their background to create and deploy automation solutions without any prior IT expertise. In other words — no-code automation.
Key characteristics of citizen automation include:
- User-Friendly Interfaces (typically, drag-and-drop intuitive interfaces and visual workflow builders with pre-built templates)
- Low-Code or No-Code Development (users can configure automation logic, rules, and actions using visual elements and predefined functions)
- Template Libraries and Pre-Built Templates (templates should cover common use cases and integration scenarios)
- Integration Capabilities (the ability to connect to various data sources, applications, APIs, and systems without requiring prior technical knowledge)
- Governance and Control (emphasis on governance, security, and compliance measures)
- Training and Support (training programs, documentation, and user support resources)
The latest no-code initiatives, which are widespread and generally referred to as the “democratization of data” aim to empower every single individual to perform tasks they normally have no clue about.
The trend has spread across industries, albeit shyly, but it’s being developed rapidly.
No-code automation may be a good solution for businesses low on budget but keep an eye on the process. Employees with no technical knowledge have their limits in terms of possible outcomes.
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