Digital Transformation Program
Providing an illuminated view of digital transformation, guiding you through the pitfalls of the automation age
Today it has become easier than ever for businesses to dip their proverbial toe in the water of digital transformation. Technology vendors are lining up to offer trials of automation platforms that promise to move the needle on cost reduction and productivity, so why not let them shape your strategy?
To coin a simple medical analogy: allowing technology vendors to deploy trials without the requisite CX governance and due-diligence is akin to prescribing medications without ever seeing the patient!
Unfortunately, all too often technology is deployed without the requisite due-diligence to ensure that it delivers upon the intended outcome without negatively impacting customer experience.
At Praxidia we believe that EVERY technology deployment should be undertaken from a customer centric perspective and that automation efficiency and customer experience can be synergistic.
The Praxidia Digital Transformation Program has been designed to steer businesses through the pitfalls of the end-to-end digital transformation process, from the perspective of business goals and customer experience.
The diagram below outlines the key components of the Praxidia Digital Transformation Program, commencing with a thorough series of assessments that provide both an outside-in and inside-out perspective of the customer experience.
Careful attention is paid to understanding the nature of every customer service interaction, with surgical application of automation technology only where appropriate and when supported with a solid business case that does not damage CX.
A robust governance program underpins the end-to-end process, ensuring that every prescribed change initiative has undergone the necessary qualification and approval steps prior to deployment.
Value tracking dashboards enable client stakeholders to track the progress of change, and monitor business performance impact at every step of the journey.