As previous posts of DTG CORP about the "Digital Transformation Journey" that we are carrying out, all of them would lead to the highest goal of “Increasing and optimizing the customer experience".

According to previous years, we’ve heard a lot about the theory: focusing on product to bring the best quality to customers, then recent strategy is about: focusing on customer’s satisfaction to becom a statement of companies’ core values. However, in order to have a "customer-centric" culture, enterprises really need to take more action, rather than just words.

In 2020, KPMG's Customer experience consulting center opened a transcontinental survey across 27 countries, including Vietnam, in different genders, different ages and other business sectors. To evaluate customer's experience, thereby selecting the brands and trademarks with the best experience.

 According to Mr. Guillaume Sachet - Members of the Executive Board, Management Consulting Division, KPMG Singapore commented that: In order to differentiate from the opponent and leave a positive impression on customers, Brands must leverage customer’s insights to react faster and create a new customer experience landscape. A connected enterprise must build future-ready strategies and internal connections within their business to link together through customer-driven digitality.

HOW DO ENTERPRISES ASSESS CUSTOMER EXPERIENCE?

Depending on the model and culture of each enterprise, there will be different evaluation criterias. However, after many years of consulting on digital transformation for organizations and enterprises, DTG Corp has selected and shared the same opinion as KPMG's assessment of the customer experience evaluation criteria to provide an overview and propose a specific roadmap to build excellent customer experiences during the digital transformation process.

DTG Corp's consulting and implementation team always shares with customers: Digital transformation is a difficult journey. It’s easy to get lost if customers don’t have an independent consulting team to accompany them. The “Digital Transformation” emphasizes the importance of being changed from traditional thinking, leadership, and commerce to digital thought, digital management, and digital business. All of these factors should have the ultimate goal of delivering an outstanding customer experience. It could be understood that our products and opponents are comparable, but we are better in the terms of customer experience. Therefore, customers' selection will really be higher!

Based on our extensive experiences, DTG 's Digital Transformation team has designed the most practical digital transformation roadmap for our customers, specifically as follows:

1.Consulting on digital vision & transformation framework

Consultants in many digital areas will work with the Board of Directors of each enterprise to analyze the current situation, assess risks, and existing problems that have not been known or resolved yet. From these indicators, we advise on setting up their digital vision and completing the most detailed and complete digital transformation framework. This is to ensure that every subsequent process stays on track.

2. Creating & building a digital culture:

By organizing classes for training and sharing digital transformation to achieve the following goals:

- For Leadership: Unifying on digital vision.

- For Departmental Managers: Consistency in data analysis and innovation culture.

- For Employee level: Understanding the importance of transformation, their role and be consistent with the leadership orientation. Creating a digital mindset and working based on data

By analyzing and breaking down the target vision of short-term, medium-term, and long-term to achieve:

- Building a functional block journey successfully.

- Establishing a digital technology map successfully.

- Suggestions/recommendations - optimize business processes

- Improve process progression, digitization and automation

3.Consulting to improve business processes

- Consulting customers on software architecture

- Consulting the process according to the short-term or long-term vision

4.Technology Consulting & Deployment

- Evaluate & advise on choosing the optimal technology platform

- Evaluate & suggest the selection of architecture and integration model.

- Refer to the appropriateness of technology products to choose the implementation plan.

- Provide digital transformation project managers (PMs) to coordinate for accomplishment.

- Supply & deploy digital technology products

- Provide expert team for each technology segments.

- Suggest proactively technology products. It is also DTG's strength

- Ensure to deploy all technology projects successfully.

5.Connecting and optimizing customer experience

- Build a customer journey.

- Set up Customer information collection platforms.

- Building a culture of customer care & engagement

- Analyze big data, capture needs & recommend actions to take.

- Evaluate & recommend the application of multi-channel technology platforms & solutions to support CHF care.

Our team is ready to come to you to share with leaders about the journey and goals of digital transformation. Please contact us using the information below for specific information.

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