A question for the reader: what do you think is the driving force behind digital transformation? If you believe it’s internal pressures you might need to think again.Today, and in a great part as a consequence of enforced isolation from physical consumer activity in the last year, customers expect content relevant to them. And then preferably when it’s relevant to what they’re doing at the time, or where they are, and in a format suitable for the device they’re using. It is the customer experience which is the driving force. CEOs, CIOs, and CDOs need to figure out the digital consumer and the corporate digital technology to map their and their customers’ digital journey. Remember when CRM tools were the “thing?” If any organizations feels they can rely on a system aimed at customer care and brand advocacy to meet the needs of their customers today, they’re not going to be around in the long term. There’s an arrogance amongst organizations that start digital transformation with their infrastructure – let’s call that hybrid cloud. Those 75% of organizations believe they’re “customer-centric,” but only *30% of their consumers agree!To read this article in full, please click her
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