{"id":2718,"date":"2021-03-02T10:00:00","date_gmt":"2021-03-02T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/digital-transformation\/"},"modified":"2026-08-06T10:21:24","modified_gmt":"2026-08-06T10:21:24","slug":"digital-transformation","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/digital-transformation\/","title":{"rendered":"How to Improve Customer Experience Through Digital Transformation"},"content":{"rendered":"<div class=\"col-lg-8 ps-lg-4\" id=\"blogcatcontent\">\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<p>There is no denying\u00a0the fact that\u00a0going digital is the way ahead for SaaS businesses. But then again, a digital transformation does not mean\u00a0creating bling apps, or automating processes. Digital transformation\u00a0funnels down to just one thing:\u00a0excelling in Customer\u00a0Experience\u00a0(CX).\u00a0And this, more than anything else, is an attitude that aligns all the departments of your company to a\u00a0CX-driven culture.\u00a0<\/p>\n<p>The millennial customer, always wanting more, and wanting it right now, that too, with increasing speed and efficiency is giving companies a good run for their money when it comes to giving a\u00a0fulfilling <a href=\"\/customer-experience\/\">customer experience<\/a>.\u00a0All efforts are, and must be, to give the\u00a0customer an experience beyond\u00a0the\u00a0apps\u00a0and dashboards\u00a0\u2014\u00a0a customer journey\u00a0that is\u00a0a\u00a0seamless web to mobile\u00a0transition and back.\u00a0But before we delve into this further, a quick look at what does everyone mean by \u2018going fully digital\u2019?\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h2 class=\"wp-block-heading\">What is digital transformation?\u00a0<\/h2>\n<p>It means using technology\u00a0to\u00a0either create\u00a0a new, or\u00a0modify existing business processes, work\u00a0culture, and\u00a0thereby,\u00a0customer experiences,\u00a0to focus on a more product-led, customer renewal and retention led growth.\u00a0This takes on more importance as more and more SaaS businesses adopt subscription models, which means customer loyalty is what reduces churn and drives growth.\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h2 class=\"wp-block-heading\">How does a digital transformation make way for a\u00a0fab\u00a0customer experience?\u00a0\u00a0<\/h2>\n<ul class=\"wp-block-list\">\n<li>It tells you what the customers want real-time so that you can adjust your next step to be in sync with their needs. For example, when\u00a0<a href=\"https:\/\/www.theverge.com\/2019\/12\/23\/21035338\/friends-netflix-leaving-january-2020-hbo-max-may-streaming-seinfeld-the-office\" rel=\"noreferrer noopener\" target=\"_blank\">Netflix<\/a>\u00a0announced they won\u2019t be streaming the immensely popular series,\u00a0<a href=\"https:\/\/en.wikipedia.org\/wiki\/Friends\" rel=\"noreferrer noopener\" target=\"_blank\"><em>Friends<\/em><\/a>, sometime back, there was a huge fan uproar. This led the streaming platform to change its mind and keep Friends\u00a0streaming.\u00a0So, they knew what the customers wanted \u2013 and gave it to them.\u00a0\u00a0<\/li>\n<li>It gives your Customer Success (CS) staff more time to think up of ways to interact and engage with customers to help them attain their desired outcomes, thereby creating fab customer journeys. Think of it, when mind-numbing redundant procedures can be automated or bot front-lined,\u00a0you can help your team\u00a0gain that much extra headspace\u00a0to serve customers better\u00a0by spending quality human time with them.\u00a0<\/li>\n<li>It protects your data. Leaving the customers\u2019 personal information open to hacking or compromising the security of their personal information\u00a0is sure shot\u00a0hara-kiri in SaaS businesses.\u00a0It is\u00a0the fastest way to\u00a0lose a customer.\u00a0At the very basic, customer experience management\u00a0is about securing\u00a0customer data\u00a0in a digital fortress.\u00a0\u00a0<\/li>\n<li>It will help you North-star your\u00a0efforts\u00a0by showing you how you can align your whole company towards customer satisfaction, which is what successful product-led growth is all about. It will also help you with customer\u00a0personalization\u00a0via segmentation and other metrics, content management and\u00a0language translation\u00a0across channels,\u00a0analytics,\u00a0and ROI.\u00a0<\/li>\n<\/ul>\n<p>In short, in the current market, customer experience is all\u00a0about using\u00a0thoughtful\u00a0technology to give the customer what he wants\u00a0faster and\u00a0easily. Tech will help you sync\u00a0product development\u00a0with customer acquisition and retention, which is what SaaS growth is all about.\u00a0\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h2 class=\"wp-block-heading\">How can a digital transformation help improve customer experience?<\/h2>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<p>All\u00a0the above points were for you to streamline your company\u2019s digital processes, secure backend (and frontend) data, develop a digital CX-oriented culture and start driving growth. But how do you take all this technology to the customer? How does he benefit from it? In short, how do you take your digital transformation to the customer? Here are five points for consideration:\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">1.\u00a0Online information\u00a0access<\/h3>\n<p>You can store information on cloud, and this makes it quite easy for your\u00a0customers to find\u00a0what\u00a0they want,\u00a0when they want it without having to necessarily speak with your customer care or customer success personnel. If you are an e-commerce platform, your customers can access all the details of their\u00a0past purchases, track current buys, and cancel, return or re-order all on their own.\u00a0\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">2.\u00a0Automated processes<\/h3>\n<p>Customers love automation.<strong>\u00a0<\/strong>In\u00a0a\u00a0survey by Accenture,\u202f<a href=\"https:\/\/www.accenture.com\/us-en\/_acnmedia\/PDF-39\/Accenture-PoV-Dynamic-Consumers.pdf\" rel=\"noreferrer noopener\" target=\"_blank\">84% of respondents\u202f<\/a>opted for\u00a0interacting with computer-based applications\u00a0that are\u00a0available\u00a024\/7;\u00a068%\u00a0opined\u00a0automated applications were faster, and\u00a064% said they communicated more politely.\u202fSo clearly, we\u2019ve reached a stage where customers\u00a0prefer\u202fautomation to be a part of customer satisfaction strategy.\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">3.\u00a0Personalised\u00a0customer experience<\/h3>\n<p>Customer<strong>\u00a0<\/strong>segmentation, controlled APIs and user metrics mapping can be used to make customers feel special. Ever\u00a0shopped on\u202fAmazon\u00a0and come across a\u00a0<a href=\"https:\/\/rejoiner.com\/resources\/amazon-recommendations-secret-selling-online\/\" rel=\"noreferrer noopener\" target=\"_blank\">scroll of\u00a0recommended products<\/a>\u00a0just for you at the bottom of the page?\u00a0It is\u00a0a list that\u2019s\u00a0tailored\u00a0to your\u00a0browsing history.\u00a0So whichever SaaS service you are offering, digitalisation helps you tailor your\u00a0content to\u00a0your individual customers\u2019 needs, making them feel valued.\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">4.\u00a0Data transparency<\/h3>\n<p>While digitalisation<strong>\u00a0<\/strong>helps\u00a0you collect user data to gain\u00a0new insights into your customers\u2019\u00a0buying habits and\u00a0preferences\u00a0and\u00a0offerings and\u00a0help you develop more\u00a0effective marketing campaigns, it also helps the users know what personal data is being collected and how is it being used.\u00a0This\u00a0survey showed how\u00a0<a href=\"https:\/\/www.weforum.org\/agenda\/2019\/01\/who-should-take-charge-of-our-cybersecurity\/\" rel=\"noreferrer noopener\" target=\"_blank\">87%\u00a0users\u00a0believe<\/a>\u00a0it\u2019s important\u202fthat they be able\u00a0to control and review\u00a0their personal data on your platform from time to time.\u00a0Going digital will help you\u00a0open\u00a0this process to your\u00a0customers, assure them it isn\u2019t being shared with third parties, etc. This goes a long way in building customer trust and long-term relationships.\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">5. Provide continuing value<\/h3>\n<p>Every digital step you take can be mapped to measure against customer success and their desired goals.<strong>\u00a0<\/strong>Digital analytics and dashboards help you constantly focus on customer benefits, creating a\u00a0better customer experience. And if you master this, well, you are going to win the market over, soon.\u00a0\u00a0<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h3 class=\"wp-block-heading\">Conclusion\u00a0<\/h3>\n<p>Yes, digital transformation is the way forward for SaaS companies. It helps business owners chart a consumer-led growth in revenue. But then, don\u2019t go for it just for the sake of it. Know your goals and be clear of what processes you want automated before investing thousands on it. Every new feature, tool must make sense to you and your company\u2019s goals. Which are the areas where you need to up the game to improve customer experience and how will\u00a0technology help you solve those issues? Think and restructure such that while your company\u2019s\u00a0digital transformation\u00a0can help in\u00a0engaging customers,\u00a0it also helps you realise your business goals.\u00a0\u00a0<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>There is no denying\u00a0the fact that\u00a0going digital is the way ahead for SaaS businesses. But then again, a digital transformation does not mean\u00a0creating bling apps, or automating processes. Digital transformation\u00a0funnels down to just one thing:\u00a0excelling in Customer\u00a0Exp<\/p>\n","protected":false},"author":2,"featured_media":2717,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"","_yoast_wpseo_title":"How to Improve Customer Experience Through Digital Transformation","_yoast_wpseo_metadesc":"What is digital transformation? 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