INTRODUCTION: The impactful breakthroughs in digital technology have led organizations to face a variety of dynamic environmental challenges which include speedy pragmatic change, globalization yet an increasingly more aggressive landscape also changing customer expectations and conduct. Technology empowered customers’ not just purchases products and services but a more personalized ‘experience’ forcing the businesses to be customer-centric in this competitive environment. This implies that organizations need to be abreast of the changing needs and demands of their customers which require more than simply classifying the customers into demographic categories. Today it is the necessity of organizations to go an extra mile in truly understanding their customer, creating significant experiences for them by anticipating their needs and demands. Telstra commenced its digital agenda in 2010 including the …show more content…
What is going on? Digital Disruption ‘Short fuse – big bang’, a research paper proposed in 2012 by Deloitte Access Economics illustrates how digital disruption affects the way businesses run, our ideology and our interaction locally and globally, benefitting the organizations and individuals who respond positively to digital disruption. This paper comprises of 5 such major Australian companies who have emerged to be successful in their digital journey among which Telstra is the one. Telstra is a 120-year-old Australia’s largest telecommunications organization having over 60 million mobile services in operation with the purpose to create a brilliant connected future for everyone. In 2010, Telstra recognized that in order to prosper and become successful as an organization competing with many others in a digital economy it had to embark on its own complete virtual transformation amplifying itself from its origin as a basic engineering model to fast-paced digital one; as a result, Telstra Digital was
We have allotted $7,300 towards the improvement and implementation of an enhanced customer experience strategy. A timeline for these activities is structured on a 12 month basis in 2018. To measure our the effectiveness of our strategic plan we will use various graphs, and data usage counts. These Metrics will solidify our thesis. II.
Formulating an accurate business strategy with high-efficiency implementation is an essential step for a corporation to precisely achieve its business goals. In this report, Telstra is discussed by analyzing its recent strategies and its performance in details. Firstly, a brief company profile will be provided. Then, it will describe the external environment by analyzing the telecommunication industry, the five forces of Telstra, as well as the macro-environment. The description of Telstra’s internal environment which includes the core competency analysis and SWOT analysis will be followed.
Hence, solely assuming and focusing on digital channels in order to meet your customers’ requirements for a positive experience with your company, would be an imprudent underestimation of your customer-base. As a matter of fact, customers are thriving for digital channels and options through their journeys, not to the exclusion of other more traditional channels, though. On the other hand, it clearly appears that customers want to move freely from a channel to another, undergoing a consistent and relevant experience across their whole
1.2: Explain the process of mapping the customer journey and its importance in delivering effective customer service
-Customers: The company felt the importance of being customer-centric and innovate by adapting to customer
Having the latest technology innovations has improved the image of many large and small organizations and in some aspects the living standards of some people too. After the construction of this report, I expect the readers to obtain a clear view of how IT impacts are linked to customer shopping and how that affects their social behavior as well. 3.0 The ICT industry The ICT industry has grown very fast, over the years, these days everything is being done on the commuters, and not manually anymore. The ICT industry is a permanent state of evolution; it’s always continuously changing.
A strong focus on innovation: Keeping at the forefront of digital innovation to harness new Internet and mobile technologies (e.g. in mobile gaming, mobile money etc), and constantly investing in new products and experiences to keep the customer offering fresh meeting customers’ ever higher expectations for highly personalized service.
Many scholars believe that customer satisfaction has a crucial role in the success of a business, and is pivotal in increasing the overall profitability of the business (Kotier, 1991). Customer value is gained through the experience they receive from the goods or purchases they have obtained from a certain business. Customer value has various definitions and concepts, Holbrook (1999) stated that it is a kind of “interactive, mutual, and preferred experience”; but simply said, “the term customer value has many meanings.”
Digital technologies, changing workforce, social computing and new business models enable us to reimagine the way we work. This offers an immense opportunities for businesses to transform their traditional workplace into "Digital Workplace" that represents convergence of multiple forces into a platforms and offers next wave of digital services to business users. Organizations that are embracing digital workplace ideas see benefits in improved customer experience, enhanced operational efficiency and above all increased workforce engagement. Digital Workplace, which is being celebrated as a disruptive, valued-added and differentiating element by business and technology leaders, can be difficult to define. Probably the best way to approach
Working for a company where the single most paramount objective is to maintain the networks of other organizations makes it clear that management expects not only technology but cutting edge technology and cutting edge leadership to improve business. The company’s current technology is indeed meeting business needs everyday with its processes, systems, distribution of data, database management, telecommunications, and digital electronics. The Information Technology (IT) industry is one that is becoming increasingly important in the global economy and globalized world. Management in most companies expects technology to improve production, innovation, effective and efficient decision making, critical thinking, as well as its competitive advantage. The bottom line of revenues and profits are also expected to be improved with new and improved technology being infiltrated in the organization. Information technology, in general, plays a significant and specific strategic role in the management of organizations. Within the body of this paper, based on personal experience in the workplace, examples will be provided of how management at Quality Technology Services expects technology to improve business. Discussions will also be highlighted on how the company’s current technology is meeting or not meeting business needs.
Then, systematically analyzing situational environments is a crucial way for organizations to identify their customers and understand their needs. As Peter(1998: 23) said, “The successes of any marketing plan hinges on how well it can identify customer needs and organize its resources to satisfy them profitably” (J. Paul Peter, James H. Donnelly, JR, 1998)
Organizations and individuals have to strategically position themselves in order to take advantage of the growing technology and achieve business competitive advantage while at it (DeHaven 2010 pg 1). Technology has enabled globalization; where ideas, products and services have been shared. This has promoted foreign businesses thus helping different economies all across the globe. Different organizations and individuals have realized that technology will keep growing and changing and the best strategy will be to adapt it other than holding to rigid ways of doin...
Nevertheless, one of the most important constants among all of us, regardless of our differences, is that, above all, we are buyers. We use or consume on a regular basis food, clothing, shelter, transportation, education, equipment, vacations, necessities, luxuries, services, and even ideas. As consumers, we play an essential role in the health of the economy; local, national and international. The purchase decision we make affect the requirement for basic raw materials, for transportation, for production, for banking; they affect the employment of employees and the growth of resources, the successfulness of some industries and the failure of others. In order to be successful in any business and specifically in today’s dynamic and rapidly evolving marketplace, marketers need to know everything they can about consumers; what they are want, what they are think, how they are work, how they are spend their leisure time. They have to find out the personal and group influences that affect consumer decisions and how these decisions are made. In these days of ever-widening media choices, they need to not only identify their target audiences, but they have to know where and how to reach
We must remain keenly aware of customers' evolving needs to provide them quality products and services of exceptional value that surpass their expectations.
Advances in technology have changed businesses dramatically, in particular the communication and information technology that are conducted in firms, which changed the appearance and pace of businesses over the past few decades. ICT in particular, has evolved a lot over the past 30 years; important information can be stored in computers rather than being in drawers enabling information to be transferred at a greater volume and speed (Guy, 2009). ICT has also expanded various forms of telecommunications and workload conducted in businesses, internet examples of this include: e-mails can be used to communicate with others...