Digital Transformation is a structured and comprehensive process that involves integrating digital technologies into all aspects of an organization's operations, from customer interactions to business processes. It is driven by a deep understanding of user needs and employs scientific methods to enhance user experience, innovation, and data security.
To illustrate the difference, consider the example of a customer onboarding process.
Digital Presence refers to an organization's online visibility, encompassing its website, social media channels, and other digital platforms.”
While a digital presence is essential for businesses in today's world, it is not synonymous with digital transformation..
“In the current digital era, many organizations equate having a digital presence with undergoing digital transformation. However, the two concepts are distinct.
If an organization simply converts a 20-field physical customer onboarding form into a digital form, it has merely established a digital presence. True digital transformation goes beyond mere digitization.
In a digitally transformed onboarding process, the number of fields could be reduced to two, significantly improving user experience. This reduction is achieved by leveraging existing data sources, such as Yakheen, Thiqah, and the National Address, to pre-fill information and eliminate the need for repetitive data entry.
This approach also enhances data security by utilizing authentic government channels and employing an OTP (One-Time Password) mechanism to obtain user consent before accessing their data. Furthermore, it promotes innovation by integrating data from various sources to create a more seamless and efficient onboarding process.
Cross-selling products to existing customers also exemplifies the distinction between digital presence and digital transformation.
If an organization, such as a bank, wants to offer a credit card or a loan to an existing customer, simply providing them with another 20-field physical form does not constitute digital transformation.
In a digitally transformed scenario, the bank would utilize a centralized customer data platform (CDP) to gather and manage customer information. This CDP would allow the bank to pre-fill the application form with the customer's existing data, reducing the need for manual input & enhancing the overall experience.
These examples say that digital transformation goes beyond simply digitizing existing processes. It involves a strategic & user-centric approach that leverages technology to create innovative solutions that enhance efficiency, security, & user satisfaction.
Conclusion, digital presence is a necessary for organizations in today's digital landscape. However, true digital transformation requires a holistic approach that integrates technology, user understanding, and scientific methods to create innovative solutions that drive success..
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