Digital has changed the game for many businesses. The most drastic examples are the ones that are no longer with…
Digital is no longer a channel, it is a fundamental part of your operations
The rapid evolution of digital and data technologies has completely changed the expectations that your customer has of your business and your industry. Customers now expect a personalized and targeted experiences reflecting not only the relationship with the brand, but also the context of the specific touch-points. At the same time, the barriers to switching to “disruptive” competitors are lower than ever.
This is an opportunity as much as it is a threat. The businesses that are able to harness both digital and data can deliver a customer experience that is five to ten years ahead of the competition. To achieve this, businesses must stop treating customer experience as a function of marketing and commit to digital transformation across all parts of the organisation.