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ACCELERATING YOUR DIGITAL TRANSFORMATION STRATEGY

Crises are distressing—but they also breed and create opportunities. For many companies, the COVID 19 crisis presents a rare opportunity for Technology & Marketing Leaders to accelerate their digital transformation strategy.  Using digital and customer experience technologies (CX), such as mobile apps, analytics, cloud computing, CRM (customer relationship management) tools, etc., helps to transform the customer journey, increase revenue, strengthen loyalty and improve productivity for team members.

Chipotle Embraces Digital Transformation

Over the past 90 days or so, many companies have had to pivot to enable new digital and interactive channels for both their customers and employees alike.  Some examples might include grocery stores and fast-food restaurants, both of which have seen a huge uptick in their online ordering as well as take-out business. Take, for example, Chipotle where it was focused on customers coming in to the store to “build” their own meal. In response to the crisis, they pivoted and saw digital orders rise 80.8% YoY and they now account for more than 26% of all sales.

Companies That Embrace Digital-First Experiences Will Win.

Companies that have responded well to customers’ expectation for a “contactless” and or digital-first experience have been able to hang-on during this challenging time, and will continue to thrive in a post-COVID new normal.  Companies like Facebook, Twitter and Shopify come to mind as they’ve rapidly adopted new remote work policies. Twitter is now allowing employees to work from home forever. Who would have imagined that before COVID-19?

These new policies have their advantages to both the companies and employees including operational savings, promoting social distancing, and allowing employees to feel safer in the workplace. I believe we will see those embracing digital-first experiences emerge as the winners in this new environment.

Digital Transformation and Technology Leaders.

Digital transformation is about refining operations and improving both the employee and customer experience.  For technology leaders, there has never been a more exciting and important time to accelerate digital investments (Chat Bots, Artificial Intelligence (AI), Machine Learning (ML), etc.).  Undergoing a digital transformation can help your company ensure it survives the COVID-19 pandemic—and potentially thrive once this has passed.

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