Digital Transformation has impacted every business on earth and all aspects of life today.
Communication is the most impacted area of our life.
Way back in 1997, most of the communication was in printed form – we used to write down our contacts in a diary, read the latest news in newspapers which still exists, there were printed magazines, retailers like Argos, Radio Shack, Ikea had printed catalog of their products. We used to get that free on the doorstep and then used to cut few coupons to get discounts at the store.
Now fast forward to 2017, Today we live in “always on, always connected” world with communication from all directions.
Social Media has stormed into our world. The moment you get up in the morning, you see alerts of birthdays of your friends on Facebook, messages from Instagram or official email communication on your smartphone.
You start for your office and you get google map alert of drive time to the office. While in office you get a variety of communications from senior management on company vision to various policies from HR, to transport and other facility related stuff from Admin.
In the evening when you head back home, you get relevant personalized communications while you are driving thru city on offers, discounts, sales and the list goes on.
One of the most prominent aspects of change we have experienced this digital age is the increased number of ways we can now communicate with each other.
Employee communication plays an important role to change the culture for digital. When employees feel like they have a stake in the outcome, have a clear understanding of their roles and responsibilities they are more engaged and effective.
Similarly, customer experience is the biggest driver for digital communication. They seek relevant, personalized communication in real time.
There are so many examples of digital revolution in Communication:
· Thinking mobile first for young generations
· Creating chatbots for quick query resolution instead of calling the customer service and waiting on line
· Creating social media strategy for customer connect
· Giving customer service on any device, any place and anytime
· Providing news and reminders on smartphones
Communication to customers, external media, and influencers as well as to employees is important in this digital age.
Communication has changed a lot since last few decades.