Notwitstanding the severe impact of the COVID-19 pandemic, your business can make faster progress in 2021.
According to the recently released KPMG’s 2020 Nigeria Banking Industry Customer Experience Survey, there are five ways you can empower your business not just to survive the impact of the pandemic but also to make rapid progress in the new year.
1. Keep Close to What Your Customers Want
The ability to think “outside in” is key in building a customer-centric business.
Ensure that you are not deviating from your original goal of delivering on what your customers want, need and are willing to pay for; keep continually looking up and outside of the organisation to ensure this mission is at the fore.
2. Do Things in an Agile Way
Becoming a connected enterprise is a transformation – but that doesn’t mean the business needs to revolutionise itself overnight. Break changes down into specific steps, sequence them and implement.
Keep standing back to assess whether the change has been successful in a ‘test and learn’ approach. It’s about a series of small changes that together add up to a significant and impactful transformation.
3. Build in Resilience
71% of CEOs say their company’s growth relies on their ability to challenge and disrupt the business norm, organisations must be ready to take on today’s challenges with resilience and determination, and be prepared to fail fast and learn along the way.
4. Keep it Human
While embedding new technologies such as AI and automation are likely to be critical in developing more seamless interactions for customers, remember that you also need to keep the experience ‘real’.
Don’t lose the human touch; make sure that your customers are still being served by humans – your employees – at the key moments.
5. Make Use of New Technologies
80 percent of CEOs say that COVID-19 has accelerated digital transformation. Make sure that you are continually looking at what new technologies are becoming available that could help you serve customers better or connect your business up more seamlessly.
Are you utilising cloud effectively? Are you building in appropriate automation and AI? Are your teams empowered with collaborative tools so that they can better work together and share key information and data easily?