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Why Improving Customer Service Is the Goal of Most Digital Transformation

The right mix of solutions supports an elevated experience in every industry.

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Ryan has been a magazine and newspaper editor for 21 years, with the last 15 covering a variety of bases for CDW’s family of tech magazines. As Editor in Chief, he works on developing editorial strategy and is always on the lookout for new writing talent and sharing great stories with the IT world. In his spare time, Ryan enjoys spending time with his family, biking and obsessively following Iowa Hawkeye sports and Cubs baseball.

The first decision that businesses face as they embark on a digital transformation journey is where to start. As we’ve seen over the years, the number of ways that technology can help an organization succeed is virtually unlimited. Resources, however, are not. Priorities must be set.

But most business leaders tell me that setting those priorities comes down to answering a basic question: How can we do better by our customers? After all, no business survives without satisfied customers, and nothing differentiates a business more effectively from its competition than doing a better job of making people happy.

Learn more about the comprehensive IT solutions modernizing the retail experience.

How Technology Drives Better Customer Experience

I think we’re in the early stages of a tech-driven customer service renaissance.

Examples are all around us. CarMax, which revolutionized the preowned auto-buying process two decades ago, is updating it for the digital era (see “IT Modernization Helps Retailers Improve Customer Experiences, Operations”). It’s leveraging artificial intelligence in the cloud to help buyers find any make or model they want, while allowing sellers to get verified offers on their vehicles with just a few clicks.

At the Walmart Arkansas Music Pavilion, an outdoor event venue in Rogers, Ark., IT Director Jon Downey oversaw a network overhaul that reduced entry times by as much as 46 percent and increased concession revenue by more than 20 percent (See “Enterprise Network Upgrades Deliver Powerful End-User Experiences”).

Downey tells us that his goal is to ensure tech is a business enabler, not a roadblock: “The business, the patrons and the tours no longer have to wait on technology. Whatever they want to do, the network is going to support it.”

For virtually every business, elevating the customer experience is the top priority. The right mix of technology solutions is the key to making it happen.

Ryan Petersen

Follow Ryan @RyanPete

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