Recently I applied to a job role through email to a leading
educational organisation. Two days later I received an acknowledgement letter
by post. A week later I received an interview letter, explaining to prepare for
a presentation. I need to carry presentation material with me. I prepared the
presentation in MS Power point and carried it in memory stick. At the interview
I found that they expected me to present with A3/A2 size posters, not carrying
my digitised presentation. Obviously this interview was gone horribly wrong
for me.
After this I was away on overseas trip for 4 weeks. I
emailed to the coordinator asking for the update, she was kind enough to wrote
back that the letter explaining the decision was sent to my residential
address. Lateron I found out I didn't get the job, obviously did I get the job,
I would have been completely misfit to this organisation.
When I look around and see how many of the organisations we
interact daily, this particular organisation is no major different to many. If
I try to assess whats the gap?
Surely there is major Digital disconnect between Customer
base to these organisations and Organisations to suppliers. There is a digital
disconnect within internal systems and processes.
Other day I saw a lucrative mobile phone deal advert and
called my service provider, to my surprise the call centre agent is not aware
of this web adverts. Even if I like this deal, I need to apply through website,
which means I will be treated as a new customer, inspite of being an existing
customer, I can’t add another connection with this deal to my existing account.
It is clear to me that the call centre agent has no knowledge or access to
their web offers. I didn’t try to go the shop assuming the gap will remain the
same in the shop as well. It is very difficult for a general consumer to
understand why this gaps are. Even the telecom operators being tech savy,
synergy among their channels are not consistent enough.
Due to rapid propagation of web presence and proliferation of hand held devices (Smart Phones and Tablet PCs ), isn't it the time for most of the organisations to initiate Digital transformation?
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