By now, most companies have at some level realised that they need to embrace digital transformation. For the most part, however, these efforts are still limited to upgrading IT infrastructure, with very little thought given to the rest of the organisation.
A more holistic approach to digital needs to be adopted and the customer should be given more focus in an organisations digital transformation efforts. It is, after all, customer experience (CX), more than any other factor, that sets an organisation apart from its competitors.
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