As organizations work to address the challenge of increased customer expectations created by the rise of digital innovation, it’s time to rethink business by investing in customer experience and embarking on the path toward digital transformation. What does business transformation look like? Innovation has many facets, but it typically includes creating differentiated customer experiences and boldly encouraging digital adoption. To get there, many organizations are investing in leading cloud-computing platforms like Salesforce and Workday.
Bring together front-office functions such as marketing, sales and support to enable private and public sector organizations to deliver better and differentiated customer experiences that improve customer development, acquisition and retention.
Accelerating the shift to customer-centred commercial excellence with cloud technologies create significant benefits to businesses in today’s environment. And doing nothing puts companies at risk of seeing top performing products and services disrupted into obsolescence.
Leading customer engagement platforms, such as Salesforce, can support that transformation and help tackle common front-office challenges like real-time customer analytics, multi-channel consistency and customer support models, if effectively embedded into the organization’s DNA.
Are you equipped to thrive in this complex customer-centric market?
75% of front office transformations fail to generate returns that exceed the original investment, and 70% of those are due to lack of user adoption and behavioural change.
Why do so many projects fail? The answer is simple: investing in technology isn’t enough. Innovative technologies are powerful, but if your people don’t adopt them to enable new ways of thinking, working, and selling, new solutions won’t help. A top priority of your transformation efforts should be digital adoption.
By putting people at the centre of digital transformation, you can create a movement that encourages new ways of working and caters to the needs of individuals in their specific roles and to the organization as a whole. Ultimately, this helps your people experience the benefits of new technology and encourages the behaviours that will make the transformation successful.
How do we know this approach works? We use it ourselves.
Transformations aren’t easy. But they’re essential.
Our community of makers can help you turn your business transformation vision into reality. We bring together subject matter and industry experts, designers, strategists, technologists and more, to co-create solutions with you in a way that drives innovation and meets business objectives.
Whether you’re looking to deliver unique customer experiences that can help regain competitive edge, deploy new digital assets to increase efficiencies in the supply chain or drive user adoption to truly realize the value of your digital investments, we help you bring together elements of your business to drive results across your whole organization.
Contact usLeading customer engagement platforms connect everything to everything —seamlessly integrating sales, customer relationship management (CRM), customer service and social marketing applications. Real-time customer insights and actions are enabled by cloud-based analytics capabilities. Using this type of innovative technology combined with the necessary and proven business transformation will be key to your success.
As a Platinum Consulting Partner with Salesforce, PwC can help you transform your business with the Salesforce platform supported by our strategy and business transformation capabilities. Your business' unique needs, are the base for our customized solutions, which deliver real-time access anytime, anywhere, across any device.
Justin Wortley
Partner, Salesforce & Front Office Transformation, PwC Canada
Tel: +1 416 815 5106B
