Exhibitor Spotlight: A. Bui Consulting
This blog was provided by A. Bui Consulting
When you think of Digital Transformation, does “Journey Automation” come to mind?
If not: what if we told you that 83% of IT decision-makers believe automation is essential to Digital Transformation? That’s because this automation is a key element to getting you to the next stage of your digital maturity.
What is Journey Automation?
Journey Automation is a process in CX (across Marketing, Sales, and IT) where a company implements automation across their customer’s lifecycle. Put simply: it means to use technology to “automatically” interact with your customer without needing regular (or manual) inputs from you.
In order to kick off Journey Automation, companies will need to first go through Journey Mapping.
In Journey Mapping, you capture all the points of engagement your customer has (or should have) with your company. You then outline the steps and decisions that need to occur across your own internal tools and processes to meet those engagements and deliver on what the customer is expecting. This is usually designed in a visual diagram, which represents that overall workflow between the customer and your company.
Journey Mapping Allows You To:
• Better understand and respond (automatically) to the needs of your customer.
• Continuously align strategic Marketing, Sales, or IT initiatives across your company. This includes prioritization of new digital capabilities to serve your newly designed customer journeys.
• Identify opportunities for process improvement across marketing, sales, and IT.
• Confirm processes are compliant for your company and industry. For example, across platform security, data governance, or data management.
Now it’s time to execute your strategies through Journey Automation. Here, you leverage technology to automate complex or repetitive business processes across marketing, sales, and IT—all to serve the new Journey Maps you created.
Automation can happen across your simplest or most complex tasks and activities. Technology like Customer Relationship Management (CRM) or Marketing Automation Platforms (MAP) exist for this very reason. They can automate an email send after a new contact enters your database. They can also use Artificial Intelligence to determine your company’s next best action (be it a phone call, email, or display ad to the customer).
Journey Automation Can Also Be Used for These Critical Functions:
• Internal Efficiencies: Automating Marketing or Sales Processes (e.g. nurturing leads for Sales Qualification).
• Increased Insights: Centralizing data, by storing, grading, cleansing, and validating leads and contacts.
• Improving CX: Tracking a customer’s behavioral inputs and then tailoring their experience accordingly. E.g. having your website automatically update after a customer’s been browsing—with new products that are related to their preferences or purchase history.
Transforming through Journey Mapping and Journey Automation
Journey Mapping and Automation are two interwoven methodologies that enable businesses to digitally transform their business programs. While journey mapping identifies where bottlenecks exist in a business’s process, Journey Automation allows companies to address and streamline them.
Overall, many businesses today find themselves needing to do more (customer outreach, inbound sales/ marketing, and intelligent campaigns), with not enough resources to meet their customer's expectations in the digital world. That’s exactly where Digital Transformation programs and practices such as Journey Mapping and the Journey Automation come in, to address this growing demand.
We know how complex Digital Transformation can seem, so we’ve dedicated ourselves to breaking it down. We’ve included an overview of how to Build An Intelligent Journey here, and outline what it means to “Go Digital” here.
Have questions about Journey Automation, CX, or Digital Transformation? We’re happy to help!
Be sure to attend A. Bui Consulting’s speaker session, “Your Keys to Digital Transformation Success: An Insider’s Blueprint” at the Embedded Technology Convention in Las Vegas!
Visit them in their booth (#5001) or book an in-person meeting today.