Over the past two years, Chief Information Officers (CIOs) and senior IT executives have largely focused their efforts on digital transformation. This is mostly because COVID-19 forced organisations to expedite planned and unplanned re-engineering of their IT environments to fulfil the digital marketplace’s ever-increasing demand.

While the top issues for IT departments have traditionally been (and continue to be) digital transformation, cybersecurity, data compliance, and cloud migration, customer experience has also become a top priority. This highlights the necessity to maintain a customer-centric mindset during digital transformation efforts, to increase customer retention, encourage repeat business, and grow revenue.

Customer-centric digital transformation projects can increase digital maturity and deliver more value. Improving customer satisfaction and product quality are all benefits of digital pivots. By leveraging these and integrating them for insights and contextual actions, organisations can put their customer experience at the forefront.

Here are some of the key trends CIOs faced in 2021 during their customer-centric digital transformation journeys:

Trying to Achieve Digital Transformation Success

One approach to achieving success in customer-centric digital transformation is to clearly define objectives and priorities that are related to measurable business and customer outcomes. Attracting the right individuals and leaders with strong digital and analytical skills is crucial. Investing in essential tools and infrastructure (such as the financing of digital acceleration) is also critical, which is why organisations’ expenditure continues to rise.

Work From Home (WFH) network security

Despite the benefits of remote work, such as decreased exposure to COVID-19, an increased sense of work-life balance, alongside the opportunity to work in leisurewear, home networks have left businesses more vulnerable to hackers. As a result, companies have needed to ensure that the most stringent and high-quality network security solutions are in place.

Balancing WFH and hybrid work

Businesses need to determine the right course of funding for the correct or appropriate assets to support remote working and hybrid workforces. Furthermore, they need to consider how many employees can work from home at a time, while also ensuring employees are aware of and have agreed to abide by remote working security policies.

Organisations need to keep in mind that the digital transformation journey does not belong to a single person or department; it is the result of several contributions from various departments such as Research & Development (R&D), Product Management, Engineering, and so on. They are often geographically dispersed, and the approach must consider market trends in each location, as well as put customers at the forefront of the transformation. It, therefore, takes a balance of technology and talent to achieve a true and successful customer-centric digital transformation.

While organisations propel their digital transformation efforts, it is essential that customers are kept at the centre of this transformation, as businesses ultimately need to be where their customers are to ensure that their needs are met. In response to the pandemic, customers have moved many activities that they would have done in-person to an online environment. The demand for new digital products and services surged as a result of this shift in behaviour, and this trend is expected to continue. The key to success in 2021 and beyond is to thus invest in digital, customer-facing technology.


By Orediretse Molebaloa, Regional Sales Engineering Manager at Infobip – Africa.

Edited by Zintle Nkohla

Follow Zintle Nkohla on Twitter

Follow IT News Africa on Twitter

Sign Up for Our Newsletters

Get notified of the best deals on our WordPress themes.

You May Also Like

UBA & Cellulant Join Forces to Unite Africa’s Payments Ecosystem

Nigeria’s United Bank for Africa (UBA), and Cellulant, a leading Pan-African payments company, have announced a partnership that will extend payment services for merchants and consumers across 19 key African…
View Post

Vodacom & Accenture Join Forces for Bespoke Cybersecurity

South African telco Vodacom and Ireland-based IT services company Accenture have partnered to launch Vodacom Managed Security services through Vodacom Business. The partnership was publically announced yesterday via press release.…
View Post

South Africa’s Dis-Chem Takes a Swing at WhatsApp Commerce

Clickatell, a CPaaS innovator and Chat Commerce leader, has been selected by leading South African retailer, Dis-Chem Pharmacies, to enable WhatsApp as its customer communication channel to engage with its…
View Post

TymeBank Launches Medical Insurance App for South Africans

TymeBank, the South Africa-based exclusively digital retail bank, has announced a new partnership with National HealthCare for affordable medical insurance to consumers, through the launch of TymeHealth, an app-based offering…
View Post

Towards a Stable & Sustainable Future with Power 4.0

A digital overhaul of the power and utilities sector – Power 4.0 – is delivering enhanced process efficiency, improved asset utilization, centralized visibility, better regulatory compliance, enhanced sustainability and stellar…
View Post

Standard Bank Boosts its Shari’ah Banking with AWS Technology

On Thursday, Standard Bank South Africa, which offers a range of Shari’ah-compliant banking solutions, announced the introduction of a dedicated call centre line for its Shari’ah banking customers. Asma Latiff,…
View Post