Today organizations of all sizes have a critical challenge: meeting the expectations of their digital consumers and clients. With e-Commerce and digital services on the rise, delivering modern digital experiences has become the new business baseline.
However, many companies aren’t ready to get there yet. One of the reasons is that they are facing what we call “the Siloverse”: a digital challenge for organizations with backend systems, legacy applications, and ERPs that don’t talk to each other.
Understanding the Siloverse and how this affects customer experience and customer satisfaction is the first step to becoming a truly Digital-First organization. Read through to understand how our Digital Transformation consulting services can help you modernize and strengthen your digital ecosystem without replacing your existing digital infrastructure.
The Silo-verse is a concept employed by Base22 to describe decentralized digital environments where backend systems and applications don’t talk to each other and don’t share data within an organization. Every system—like ERPs and CRMs—holds a different version of an organization’s operations and they coexist at the same time. There’s no single repository of the company memory. There’s no single team with access to the relevant data.
Examples of digital technologies that could be part of the Silo-verse include:
When your digital ecosystem is decentralized, there’s no single digital system that owns the complete Digital Customer Experience (DCX). Every system manages or exposes a particular process or steps in a user journey, but there’s no way to manage it all at once. This is not only a challenge to internal teams such as Marketing and Sales, but also impacts Customer Satisfaction if the user doesn’t have a consistent and intuitive user journey while buying your services and products in a digital channel. Exposing a system or a transaction doesn’t mean that it’s easy to manage or to use by the end-user.
That’s why disruptive models that are based primarily on Digital Customer Experience—such as retail and insurance—are so powerful: they attend to their users’ needs, remove friction and obstacles in the digital experience, and provide a positive feeling when interacting with a brand. It’s using digital technologies to positively impact the user, not to give them more work.
78% of consumers get frustrated when they don’t get personalized interactions.
— McKinsey
Companies and organizations have invested millions of dollars in building their digital infrastructure, mainly with a focus on optimization and efficiency. But just as a brick-and-mortar business can’t grow without a good sales rep that talks to clients, companies now must build the capability to deliver rich, modern services and products online, leveraging their current infrastructure.
There are many ways to address the Siloverse challenge. In our experience, our Agile Digital Transformation approach is effective and successful by leveraging Digital Experience Platform (DXP) functionality and a set of accelerators to bring your company up to speed in months. As experts in portals and platforms, we can guide you through a project from strategy, and implementation, to launch and support, or assist you in specific moments of your journey.
There is very little time to solve the gap between users’ expectations and the current state of your organization. Customers and clients will choose the brand and services they engage with more easily, that are more accessible, and that are more attractive. In a McKinsey survey, 78% of consumers said that personalized content made them more likely to repurchase. In addition to this, another similar number said they get frustrated when they don’t get personalized interactions.
While modernizing your digital infrastructure is always going to be an important task, doing it with a proven strategy and a focus on business results is what will help your company to grow. As a digital consulting firm, we create custom and tailored solutions for your business model. There’s no need to rip-and-replace your ecosystem to be able to deliver modern digital experiences. With the right approach and the right partner, you can set your organization to overcome the Silo-verse and grow as a Digital-First company. Reach out to us and let’s discuss your Digital Transformation projects.
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We are a digital consulting firm that helps companies by delivering successful Digital Transformation projects with agility and a proven approach. We create modern experiences for a digital world.
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