By: Skott Schoonover, Strategy Analyst | 03/03/2021 |
Digital Strategy focuses on communication channels and adjusting your communication strategy to align with how your customers prefer to interact with you. It specifies the direction an organization will take to create new competitive advantages with technology, as well as the tactics it will use to achieve these changes.
Nothing in recent history has changed businesses as much as the Digital Revolution. It impacts how we market, how our customers buy, how we communicate with each other, and it has drastically changed consumer expectations. The business landscape has changed so much over the past 10 years that according to a study by McKinsey, only 8% of companies believe their business model will remain economically viable through digitization if their industry continues to digitize at its current course and speed. (https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/why-digital-strategies-fail) To be successful companies are now leveraging digitization to create competitive advantages, growth, and value creation.
Percepta is making a large investment into Digital Strategy, adding text and chat capabilities, while continuously looking forward to staying abreast on what channels customers will prefer to communicate through in the future. We’re also utilizing technology advancements, making WFH more interactive and helping our customers self-serve where possible, with the goal to make each experience as effortless as possible for our customers. These digital advancements allow us to not only deliver world-class service to our customers but also allow us to expand into new markets without breaking from our core competencies, which leads our ambitious roadmap for growth.