Exciting times lay ahead as system of records and engagement are digitally transformed!
Organizations in all industries are undertaking digital transformation as their mandate in order to sustain and excel in the future. Digital transformation is the re-alignment or new investment in both technology and business models to improve the effectiveness of digital engagement of consumers, employees and citizens at every touch point.
Digital transformation is not just a strategy that’s nice to have—it is necessary in order to reach tech-savvy users of current and future generations, who will grow and mature over the years as they experience hands-on engagement with digital, mobile, cloud and social platforms.
The following scenarios illustrate how people of all ages are experiencing rapid digital transformation across a wide array of everyday experiences, and provide some insight into how industries are adapting in order to serve their customers better.
Public utilities
The way cities provide their residents with electricity, water and sewage services has changed over time. It once took a lot of time-consuming in-person legwork to sign up for these services, and paying for them was often a hassle too. Now many of these transactions can be accomplished with just a few mouse clicks online. Organizations that dispense and monitor these services will need to continue down this path of digital transformation to improve the user experience by engaging in process automation and by implementing integrated technology and a collaborative exchange of transactions. Improving the System of Records is a definitive first step toward implementing a comprehensive System of Engagement.
Sports and games
Children and adults can learn new sports, play online video games, and following sports teams and events through a variety of digital platforms, including interactive content across desktop, handheld and exclusive gaming devices. Those dynamics provide a challenge and a huge opportunity for organizations today to capture the mindshare of users of all ages who understand concepts like user experience, personalization and responsive design.
Education
From blackboards to smart boards, educational institutions are seeking new ways to reach more people by improving and extending the delivery of education beyond brick-and-mortar boundaries. The emergence of Massive Open Online Courses (MOOCs), open schooling, online tutoring and online corporate trainings are everyday examples of this. They are essentially web-enabled social education models that operate in secure, scalable cloud-based platforms that offer advanced analytical capabilities and provide enhanced participation, engagement, assessment and certification.
Banking
The financial services industry has been rethinking whether to maintain branch banking and how best to provide personalized, value-added services. Thanks to advanced technologies that can provide 360-degree views of customers, forward-thinking payment integration and collaborative commerce, the adoption of online banking and kiosk-based services is skyrocketing. Financial institutions can now provide customers with proactive SMS alerts and personalized financial recommendations on their phones or computers faster and more efficiently than they can at brick-and-mortar locations. Banks now understand that user intimacy is a key point for continued growth and expansion, and they have begun to create strategic social platforms for marketing and customer service that provide user-friendly interfaces and are available 24/7.
Healthcare
The healthcare industry has been witness to some of the most massive digital transformation so far this century. Considerable innovation in the field means that comprehensive patient histories and medical records are available instantly at any time, consultative patient diagnosis can take place remotely, medical transcription is easier and quicker to accomplish, and equipment and lab data can be synchronized for improved diagnoses. These scenarios can help to make healthcare affordable and available to everyone.
In each of these industries, new solutions that deliver unique digital experiences act as compelling user interfaces on the front end and dynamic content management systems on the back end of the digital transformation wave.
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