Cutting a new path in your customer’s journey
 

Innovation is mostly associated with products, research and development. But we often overlook its relevance where it hugely matters — in aligning business with a client’s purchasing journey.

'Innovating for the client' is more important now, than ever. The blistering pace of digitalisation demands it. The post pandemic need for ‘holistic experiences’ is driving it. If you are a business providing services, you need to start thinking harder about what it is that would deepen the relationship between your company and your client, beyond technology itself.

Here are four ways to set the ball rolling:
 

Make it feel special

For decades now, businesses have focused on integrating technology into products. The never-ending race to launch new tools and create new niches has been a feature among leaders, beyond verticals and across industries. However, in today’s competitive age, where technology diffusion is occurring rapidly, product innovation alone is not enough to stand out. New-age brands understand that as much as the product is the hero, it’s infusing ingenuity in the client’s journey that truly drives long-term growth.

Embrace disruptive innovation

Transforming a client’s digital journey is a marathon, not a sprint. As technologies rapidly advance, businesses will constantly compete, with other players looking to disrupt with the next big idea. Know that disruptive innovation, a process that will keep evolving according to the market demands, is here to stay.

Invest to amplify impact

In saturated markets, businesses that employ a ‘one-size-fits-all’ approach diminish their chances of success. Rather, invest your time and resources to design customer-centered solutions that bridge the gap between what customers want and what you deliver.  Put yourself in the customer’s shoes and try to involve them while defining your customer journey.

Hire the right talent

If ensuring a seamless client journey is crucial for building loyalty, think of talent as a catalyst in this process. Having the right set of people who understand the end-user experience and embed those key competencies into their work, is vital. A robust talent management process that hires, trains and rewards the best hands, aids in impacting business transformation positively.

At CRISIL, our purpose to make market functions better drives us to deliver value to our clients, worldwide. As we help them embrace digitalisation through impact-driven solutions, it is vital that we keep evolving, innovating, and transforming our products as well as client experiences, to stay ahead of the curve.

At times, when clients seek a unique experience, the responsibility of reimagining the experiences for them lies with businesses. Along with the pre-determined set of risks, it becomes imperative to embark on the path of digital transformation with a sustainable, yet real-time client journey map.
 

Digital is here to stay and transformation is the only way for survival. In this continuous pursuit, we understand the importance of an open culture as well as right talent, and consistently make efforts to integrate both, to be a leading, agile and innovative global analytics company.