Digital Transformation for a Connected Customer Experience

Bridge the digital gap with technology to deliver a connected customer experience, increase employee efficiency and accelerate decision making.

Digital Transformation is about using technology to improve the connected customer experience, increase employee efficiency and accelerate decision making.

Enterprise digital transformation will provide business collaboration like never before. Simpler , more agile operations and innovation, everywhere. And at the same time, you’ll dramatically improve the bottom line through more cost-effective purchase models and increased profitability.

CIOs: How do you keep up when you're swimming with digital Sharks?
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Swimming with the Digital Sharks

Connex web series introduction to digital transformation playlist

Start with a Digital Transformation Strategy

First, you need a clearly defined strategy to leverage the opportunities that new technology presents. As you build your roadmap, you’ll involve a variety of stakeholders to take their objectives into account.

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Cloud, social networks, mobile internet and big data are pushing enterprises, of every size, to initiate their digital transformation.

The combination of social networks, mobile internet, data lakes, and information warehouses – all made accessible as a Service from the cloud - is changing the way people collaborate. It is also changing how enterprises want to engage with customers, and more importantly how customers accept to engage with companies. We refer to it as the Digital Engagement.

When surveyed about the importance of digitization to their organization, enterprise users in this MIT Sloan study listed strategic goals in the following five areas:

  1. Improving the customer experience
  2. Increasing employee efficiency
  3. Encouraging innovation
  4. Accelerating decision making
  5. Transforming the business

What are the greatest benefits that a new digital strategy could deliver to your business – and your users?

Digital Business Transformation enables new sources of revenue

Industry analyst firm IDC predicts that digital transformation could generate as much as $18 trillion (US) in additional business value for companies worldwide. Research firm Gartner suggests that by 2020, digital commerce will represent over a third (36%) of an average company’s overall revenue.

To do that, and to do it well, companies must rethink the digital tools they use – and how they use them to encourage collaboration and innovation. Industry leaders today are in the unique position of being able to reduce costs and tap into new revenue streams thanks to APIs, self-service, applications and more.

So, where does your Digital Transformation journey begin?

Providers are looking to the IoT as a source of rich data that can be used to create a richer communications experience. Examples are just beginning to emerge, and the possibilities are endless.

Wainhouse Research

4 steps to developing a digital transformation strategy

1. Connect everything to support tomorrow’s digital world

The Internet of Things (IoT)  is coming, and with it, a tsunami of demands on your enterprise network. To prepare, one of the most valuable goals of a digital transformation is to connect people, processes, and things - both inside and outside the enterprise. Set up strong strategic partnerships, and build an ecosystem to support all your users – from suppliers, staff and contractors to your customers and their connected devices. Then, guarantee availability with a network that’s high-capacity, secure and smart. 

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2. Deploy analytics to automate, understand and save

By mining and analyzing the vast amounts of data already available to your enterprise, you can gain valuable insights about your estate. The strategic initiatives you lead to improve performance, roll out upgrades, and make infrastructure decisions can all be informed by real life, real-time data. All managed from a single dashboard.

3. Roll out new business models

Products no longer come in boxes that you need to store on-site. There are new business models in town: “Freemium” software and on-demand services such as network as a service, Communications Platforms as a service (CPaaS) or Unified Communications as a service (UCaaS).

It’s not surprising: these models are cheaper, more flexible and simpler to manage than traditional systems. Sure, they won’t work for everyone, but there’s no denying the freemium and on-demand business model is gaining traction.

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4. Moving towards a single, simple platform

Lots of ecosystems can sit alongside each other and get along just fine. But what if you had a single platform at the foundation of your entire communications infrastructure? This is one of the key goals of digital transformation.

Whether based on-premises or in the cloud, this platform would support communication and collaboration services for your entire enterprise.


Hospitality industry technology trends - Hotels reveal their priorities and challenges:

  • Hotel network security is a top spending priority
  • Hotel Wi-Fi, CRM/loyalty and customer-facing mobile apps follow
  • Artificial intelligence, guest analytics, room automation, location-based services on the radar for 2020


Download the survey “Hospitality Digital Transformation”

Featured Customer: Quonex
Today, we're experiencing a change in habits, a transformation in contractual relations and the end of PSTN. Thanks to ALE, we are supporting our clients in their digital transformation.

Edouard Gosselin, Managing Director, Quonex


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