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digitallife

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Digital capabilities are falling short

Digital capabilities in sales and service channels have increased over the last two decades but still fall short of their potential.

Digital technologies, such as websites, interactive voice response (IVR), mobile applications, chat and voice bots are substituting human interaction. However, none of the capabilities is effectively orchestrated. Marketing may own the app. Customer Service teams work on adopting a chat. Bots are built without a clear strategy. It causes limited and inconsistent customer self-serve capabilities.

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Consumer demand for digital is increasing. Companies that use digital capabilities in a customer-centric manner will soar.

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Increased spending on digital technologies

Navigating through the Covid-19 pandemic in March 2020 caused organisations to work remotely and find ways to cut spending. However, companies significantly increased their spending on digital technologies for employees.

Over 50% of midsized companies increased their spending in this area, and 69% plan to increase their digital tools in 2022. Yet, many of these investments will not generate substantial business impact because they lack a sustained and successful focus on improving digital dexterity.

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Minimalist Phone: The Home Screen

Make sure you use every app on your home screen every day. For example:

  • Phone, Messages — Self-explanatory 
  • Clock — for alarms
  • Your to-do app 
  • The messaging apps 
  • Meditation app

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