Digitisation – at its simplest – means the conversion of analogue information into digital information.
But digitisation has not been undertaken evenly in organisations – the focus has been very much on the digital front end of the customer experience.
Too often, digitising documents is an afterthought. Most organisations simply attach their Word or PDF documents to a web page – and assume this is digital.
This is a poor customer experience. Your customers cannot complete an interaction online, or access the necessary information. Too often they have to download long documents.
Why do organisations take this approach?
Because until now, there has not been an easy solution to digitising documents at scale.