Companies (at least medium-sized ones) are overwhelmed by the digital transformation that is upon them (and which they cannot escape in any way). And the gloom caused by digitalisation and its many challenges means that they somehow forget about the one who should be the “king”: the customer.
According to a recent study carried out in Germany by the consultancy Vivaldi Partners , when it comes to getting started on digital transformation , the majority of companies, 79%, cite technical and organisational challenges. Only 9% have their sights set 100% on the customer.
While the importance of digitalization is worthy of recognition within companies, the opportunities for customer interaction derived from digital transformation are largely wasted.
In fact, a quarter of companies deliberately abandon email interactions and more than half abandon web-based interactions with customers. And that's not all. Only half of companies manage to turn digitalization of customer service processes into cash.
It is also worth noting that in the digital age, 40% of medium-sized companies admit that their differentiation from their competitors is becoming less and less . Not in vain, 64% say they live permanently under pressure from their direct competitors.
44% of companies also admit that they only react to the challenges that digitalisation poses to them when such challenges have become standard within their industry.
In 41% of companies, the digital transformation process is not led by senior bulgaria phone number management , which may explain the difficulties faced by medium-sized companies in getting the most out of digitalisation.
Around half of companies admit that they are not sufficiently and adequately equipped to deal with digitalisation .