Cybage is a technology consulting organization specializing in outsourced product engineering services. With a laser sharp focus on technology, Cybage solves complex problems for its clients using new generation technologies such as Cloud, Mobility, E-commerce, Data Analytics, Social Collaboration, and enables enterprise wide digital transformation.

Technology is changing the society, it is embedded in everything we do, improving the ways we work, live, and experience this world. But we are looking at a greater transformation at play where the unprecedented influence and access businesses enjoy today come with a challenging set of responsibilities. It is essentially looking beyond the digital into a place where technology is built into every single interaction. Today, changes in how people communicate, discover, and connect, carry implausible implications for businesses and every aspect where people are connected. Therefore, IT trends are focusing beyond individuals, they are looking at the society as a whole, allowing businesses to re-imagine all the possibilities in every industry.

Emerging technologies have introduced us to disruption, which we did predict. But the new transformation is unique. For the first time, we are standing in a two-way street. Consumers aren’t just using products but, providing information and accessing these products back. The obligation here is delivering integrated and newer innovations for organizations to engage with people differently. We have to set the stage for new leadership era, a new generation of business models, focusing on the mantra of ‘think products, not projects’.

Digital Transformation and Customer Experience
While a priority for many organizations, digital transformation is driven by the evolution of customer behavior and partly by technology. For successfully driving digital efforts, it has become important to understand and map the customer experience. We are beyond the point to play catch-up and actually apply digital at the core of the business.

When the implementation of digital transformation is so nebulous, how do you best define the strategy for something so enormous? It can be achieved in

two ways. One, align your digital transformation strategy to customer priorities. Begin with outside-in perspective. To start defining the digital journey, you need to focus on your customer and product. That’s where customer experience through personalization gains perspective. Personalization is yet an unchartered territory. While many are experimenting, some have gained ground over it. Realistically speaking, personalization can significantly improve customer experience through data and automation. When implemented, can lead to increased leads helping the enterprises achieve higher revenue, therefore, establishing a win-win situation. For instance, online retail can customise suggestions based on data, which can be replicated in offline stores. A personalized suggestion on products and services as per the last purchase data, will lead to an enriched customer experience through automation.

Second, get closer to your customer, focus on becoming customer-centric. Through this conscious decision, you will gain an important perspective and insights on what are their experiences in doing business with you. Whether the goal is to digitize your organization or to digitize your product, either start from the native ongoing digital journey or from the beginning, any will work. We are looking at the world that rapidly, exponentially, and above all, perpetually is changing. The new paradigm customer-centric focuses on embracing constant technological change (for instance, mobility) and capitalizing on it.