Beyond Digital Transformation: Why the Customer Will Truly Be the Focus of 2020

There’s no denying that the motivating imperative driving every boardroom conversation is digital transformation. After all, we know from daily evidence that the promised digital disruption coming to every industry is already here, and it is accelerating faster than ever.

It’s Simple: Put the Customer at the Center of Everything You Do

On an annual basis, I put together a list of the top technology predictions and trends to watch for in the coming year. This year, I am approaching it differently. I’ve chosen to only list things that will have a direct and positive impact on customers since they are the reason any company exists and hopefully succeeds. It does beg the question: What’s the point of digitally transforming business if we aren’t bringing customers along? Yes, technology is important. I won’t argue that. To succeed, however, we need to create and nurture lasting relationships with our customers.

Make Every Customer Interaction Exceptional

Engage through Digital Experiences

Double-Down to Address Our Customer’s Needs, Wants, and Values

Focus on Customer Engagement vs. Customer Management

Deliver Personalized Experiences — Every Single Time

Ultimately, the driving factor is getting back to being laser-focused on the customer, especially, if your business is in the midst of digital transformation. With the digitized tools (like customer messaging tool, marketing automation tools, etc) and approaches I’ve outlined above, 2020 will be the best year yet!

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Source: MarTech Series