ChannelVision Magazine

EMERGENT Rethinking Digital Transformation By Peter Radizeski D igital transformation is the investment buzz word for 2020. We heard it through - out 2019 as corporations started mak - ing noise about how they were going to transform. But what exactly does this mean? Basi - cally, it means that they want to be like Amazon. Amazon is a platform of distribution, ecommerce, cloud computing and disruption. It mines data to provide a great customer experience. It uses data to create products – including Prime – and then en - hances them over time. Digital transformation is about businesses us - ing their own data, cloud computing and other technology (such as AI and IoT) to automate their business to improve the customer experience. A small business can add chatbots to Face - book or its website to answer simple customer queries. That business can add SMS/text to the landline phone in order to communicate in ways that some of their customers do. Omnichannel contact center is about using the avenue of com - munications that each customer is comfortable 12 CHANNEL VISION | March - April, 2020