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Digital transformation - more than just technology

Customer service expectations have fundamentally changed. Fast, easy, yet personalized – that’s the new standard. Anyone who truly wants to stand out today must embrace digitalization with both heart and mind.
So this requires more than just technical innovations. A holistic transformation can only succeed if the strategy is reconciled with human empathy and operational excellence.

Our project experience shows that digital transformation is successful when these 4 steps are observed:

  1. Definition of the processes – What is sensibly digitalized for the benefit of the customer and what remains in the hands of the employees 
  2. Development of an Operating Standard- How to ensure transparency, quality and efficiency in the processes as a whole
  3. Intelligent personalization – Deciding how much individuality can and must be realized in customer interaction
  4. Develop a clear roadmap – Changes need a structured, time-defined and networked approach 
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Definition of processes
Digital oder Human

Digital transformation requires a balance between efficiency through technology and true customer proximity. To achieve this, it is essential to first analyze processes in detail and evaluate them together: Where does digitalization bring real added value – and where is the human touch irreplaceable? The “Value Irritant Analysis” can support this process.
The result: A digital experience with empathetic substance.

Operating Standard
transparency, quality and efficiency

A clearly defined framework of action will ensure that customer-oriented, digital and employee-driven processes are supported by consitent quality standards, well-designed support structures, and a resilient governance structure. This makes transparency, efficiency, and quality measurable and manageable at all times.
The result: The “Operations Standard” as the foundation of successful transformation.

Intelligent personalization
find the right balance

(Hyper-)Personalization creates real relevance when it is data-driven, context-sensitive, and cross-channel. It’s important to consider: How much individuality makes sense in customer interactions? Where is the ROI? In order for personalization to have a value-adding effect,
a clear strategy is needed in the transformation process that complies with all regulatory factors.

The result: Intelligent personalization that pays off.

A Clear roadmap
turning change into action

Successful digital transformation needs a clear roadmap:
All tasks, business areas and stakeholders must be interconnected. Changes can be made measurable through maturity models, heat maps and impact assessments. Clear roadmaps ensure that strategies are not only planned, but also implementable.

The result: transformation that takes all aspects into account.

With heart and mind

In the transformation projects, we guide our clients through the shift toward a future-ready, cost-optimized Digital Operating Model. The goal: to combine customer orientation, process intelligence, and operational excellence in a holistic approach – bridging digital excellence with operational reality.
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Interesting, additional information
What challenges and changes define digital transformation?
  • Customers expect digital service and base their expectations on the market
  • Customization and product diversity lead to more complex customer inquiries
  • Data transparency and quality are becoming increasingly crucial for customer satisfaction
  • Digitalization of customer service impacts all areas and functions within the company
  • The need for a consistent “value-add” oriented service
  • Rising costs in labor-intensive environments
  • etc.
Interesting sources and links to the content
  1. GDI-Studie Nr. 60 „SMART UND MENSCHLICH” KI im Spannungsfeld zwischen Effizienzmaximierung und Kundenzentrierung“, 2024
  2. clientsolutions Vortrag “Digitalisierung mit Herz und Verstand. Ein Fahrplan zum neuen Operating Model
  3. Beitrag von Uwe Selbmann: Kundenservice 2030: Warum digitale Transformation mehr als Technologie ist
What you should also know
The path to digital transformation is supported by four digital levers:
Digital Offer  *  Automation  * Assistance  *  Analytics

These four levers not only enable automation and efficiency improvements but also serve as the operational backbone for an intelligently managed transition to human service agents. This occurs when empathy, expertise, or sensitive personal care are required.
Thus, the future of customer service is not purely digital, but hybrid, context-sensitive, and data-driven. Companies that have the courage to question existing service journeys are the ones paving the way for this new future.

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