Digital transformation – a hot buzz word today – really started more than 30 years ago. Back then, organizations were focused on becoming the “paperless office”. This involved scanning and digitizing paper documents to free up offices from stacks and stacks of paper. For the enterprise, the focus was on achieving back office efficiency and giving time back to employees. Unfortunately, most of these processes dropped to paper whenever a signature or approval was required. And from a customer experience point of view, the primary channel was limited to a physical one – e.g., point-of-sale or branch location.
In the 2000s, the “digital” movement started – everything was about achieving end-to-end digitization. The good news was that critical e-sign laws around the world (e.g., ESIGN Act, EU Directive, etc.) began to pass in order to support enterprise digitization efforts. The Internet also unlocked the online channel which gained in popularity because consumers now were given more choice with respect to how, when and where they transacted.
In the 2010s and beyond, the surge in mobile use and self-service expectations from consumers has led to the birth of the omni-channel era. And this all stems from customer experience being the #1 key driver for digital transformation today. And these heightened expectations are coming from your employees, your partners and your customers in every channel and in every part of the world.