The Future of the Digital Experience | Webinar | Digital and Business Transformation | Sense Corp

The Girl Scouts have been selling cookies since 1917, and while the cookie flavors have changed, the “business model” has stayed largely the same: ship cookies to troops around the country and then rely on the Girl Scouts to sell their respective inventory through door-knocking in neighborhoods, setting up tables in malls and retail stores, selling to parents’ co-workers, etc.
But what happens when a pandemic blows up the whole model? The Girl Scouts embraced digital! The organization embraced the power of the platform. By understanding their customers’ needs, they were able to unbundled and rebundled the value chain, and made a plan for success.
This process and success is the unifying theme of our new eBook, The New Order of Business: a desire for a frictionless, digitally connected customer experience.
Just like the restaurant, education, and wellness industries, the pace of change is increasing across every industry, and it is driven by the common need for a frictionless digital customer experience. As you think about what this means for the “2030 future” of your industry, here are seven considerations to ensure you’re not left behind.

Create Your Digital Transformation Roadmap
Industries are moving from a digital tracked customer, to a digital engaged model, and to a digital reimagined future. Borrow ideas from other industries to play out scenarios of what the future in your industry might look like. Take every component of interaction and reimagine the service as a completely online experience.
Strive to be a Data Leader – Not a Tech Leader
Several companies approach this concept thinking they need to become the new technology leader of their industry, but these companies are missing the point. It takes a completely different mindset to become a digital leader; most importantly, digital leadership requires data, not technology.
Adopt an Agile Mindset
Agile values are simple, but incorporating them into the ethos of the organization can be challenging. Traditional measures such as “on-time and on-budget” give way to value delivered to individuals and interactions and customer collaboration.
Unbundle and Re-bundle the Value Chain
Every company should periodically examine how to unbundle their value chain and explore ways to re-bundle it back with every aspect digitally reimagined. Historically, it’s often took a significant amount of investment to bring a new product or service to market. In today’s world, with pay-as-you-go cloud models and newer technologies like augmented reality, every aspect of the value chain that established companies have is under siege.
Explore the Power of the Platform
As transactions are moved to digital platforms, the race to become the platform leader will intensify. This race will be determined by platforms that:
• Allow all types of data to be captured: The value of the captured, aggregated data then increases exponentially for companies that know how to monetize data assets
• Offer a variety of services and become a one-stop location for customers: The costs and headache involved in switching platforms becomes less and less desirable for users
Integrate Location and Event Independence
At the foundation of a frictionless digital customer experience is the anytime-anywhere model. This location and event independence will be embedded in both providing the product or service – as well as consuming it.
Implement Personalization at the Core of Every Service
Simply taking an existing interaction and making it digital does not inherently add value to the experience. The true value appears when the service is highly personalized. Successful of personalization requires extensive use of big data, modern analytics, Internet of Things (IoT), and AI‒ all served through the lens of human psychology and enhanced customer experience.
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