cetrixsa (1)

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Customer-Centric Digital Transformation in Saudi
Vision 2030 The phrase digital transformation
is everywhere, denoting the upgrade from old to
new technologies and the subsequent switch to
less human and more digital business processes
that is global in scope. For business and
government leaders in the KSA, digital
transformation is about coordinated sovereign
investments that combine the power of Saudi
Arabias IT and human resources to meet its
strategic goals. From a technology perspective
this involves the hybridization of digital
infrastructures to include private and public
cloud technologies, the integration of
applications across both internal and
customer-facing portals, and the scaling of
automated workflows. Digital transformation of
private and public organizations is necessary to
achieving the kingdoms goals laid out in Saudi
Vision 2030 that call upon everyone to work
together to achieve a modern and human-centric
economy. This would mean faster development and
broad based prosperity, all driven by investment
portfolio diversification and an expansion of the
tax base. But by itself, the phrase digital
transformation stops short of telling the entire
story of what can occur by harnessing technology
to deliver results for more stakeholders. What is
being forwarded by the KSA through Saudi Vision
2030 is really a human story centered on the
dynamic between updated governance policies,
digital infrastructure, and its downstream effect
on consumers. During times of great change, the
importance of sound and stable leadership cannot
be overstated. It is key to maximizing the
potential of digital transformation and
understanding how technology can incentivize the
restructuring of organizations to better align
with emerging opportunities. The resulting
collaborations among members of your leadership
spurred on by the Saudi vision for its digital
transformation will also include buy-in from both
employees and customers. This means that as
digital transformation has organizations looking
inward for ways to be more efficient and
resilient, they must consider the impact this has
on all stakeholders. Customers, in particular,
when properly served, are highly engaged, loyal
and eager to buy. All while remaining
unrelenting in their expectations. When taken in
combination, this entails the development and
precise execution of a strategy that views
digital transformation and the customer
experience it can enable, differently. A useful
lens to apply in service of this goal is to view
customer interactions, which now rapidly span
the entire customer funnel, as a buyers journey,
rather than a series of consumer touchpoints. In
the conventional view, it is an organization's
job to deploy its technological and human
resources at primary customer engagement points
to condense a nuanced experience into mere
seconds It was therefore the goal of business
processes such as marketing and customer service
to leave a distilled impression that was
vulnerable to whatever the consumer experienced
in between those touchpoints. Now, the digitally
transformed organization can strategically align
resources internally in order to tactically
deploy them to eliminate this vulnerability.
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Cetrix has the deep skills and the record of
success necessary to bring about the lasting
benefits promised by Saudi Vision 2030. We do
this by specializing in the gold standard of
marketing and customer service automation
software, Salesforce. We are the 1 Salesforce
Silver Partner in all of KSA and have the deep
skills to deploy, customize and scale the latest
Salesforce solutions. Start today to begin
transforming your organization and facilitate
better conversations with customers to convert
more sales over the whole customer lifecycle.