Going digital is the demand of the hour, that cannot and shouldn’t be blown off by organisations. Organisations are at various stages in some near their destination, the journey and some only starting off. Even within one organisation, there are inconsistencies and each silo seemingly has a mind of its own in regards to being digital.

This is where the CEO directs the transformation expedition, and steps in. Unlike preceding transformations, this time it’s not about reducing the prices which can be efficiently directed by practical heads or enhancing the efficiencies, this tide of transformation entails being customer-obsessed. Of course CIO and the CMO also play an important part here. The CMO is the de facto champion of the customers for quite a while and CIOs can elevate themselves to introduce the technology that is digital. They should collaborate as one. This team has the mandate.

Historically, businesses focused on enhancing operational efficiencies through technology while using advertising to create knowledge and getting mindshare. “Yet, in the age of customer, virtually every facet of this simplistic model is experiencing changes. It’s not much more difficult for new companies to form and establish new services or products. The market where customers purchase products, investigate or find is experiencing changes. Conventional advertising practices aren’t successful. Digital in the age of the customer is around doing nearly all the business activities with keeping customer at the centre otherwise,” Sharma points out.

Such is the customers’ sway, they can be almost leading digital transformation within the business. As enterprises follow and monitor with evolving digital behavior customers, they realise the demand to transform into digital companies. Fully being a digital company may necessitate shifting the business model or altering the merchandises or services to align with the digital expectancies for the customers itself. Empowered with advice on products, cost and competitors, customers now are also embracing new behaviors at a fast rate which Forrester calls hyperadoption,” says Sharma.

To satisfy with heightened customer anticipation with digital transformation, businesses must get an electronic transformation allowing them to rationally react to the shifting reality. Sharma describes that as their customers evolve quickly, at times without actually knowing what do they want inside their digital circumstance, while being ready to embrace newer offerings – businesses need to be adept at understanding these customers better, at reacting to changes extremely quickly, at reading the signals of coming changes and at aligning the entire organizations towards the common aim of customer fixation.

And in this tide of cellular and Big Data, comes with the technology-skillful customer of now. Their customers expect to get what they desire in minutes of demand and their immediate circumstance. Digital leaders are leveraging the mobile platform for participating with the customers and not only that they’re using a blend of insights and heuristic models from data accessible to them to enrich their customers’ encounter. Cellular is a strong station which, because of its omnipresence, has become quite significant.”