Customer experience (CX): Core to going digital Watch Now Digital technology — encompassing end-user devices, local and wide-area networks, cloud apps and services , data analytics, the Internet of Things (IoT) and much more — has profoundly changed the way businesses operate. However, ‘ digital transformation ‘ is, in many ways, an imperfect term, as it implies that some magical technology intervention can propel an organisation into a new, more efficient and more profitable state. Of course, with faultless planning, piloting, production deployment and operational management, such a rapid transformation may well be possible. But for many businesses there will be false starts, wrong turns and failures along the way, making for more incremental digital development. SEE: Guide to Becoming a Digital Transformation Champion (TechRepublic Premium) No surprise, therefore, that at any given time, businesses will vary in their digital maturity, depending on the sector they’re in, the quality of their leadership and business planning, and the agility with which new business processes — both customer-facing and internal — can be developed and implemented. The pandemic effect The social and economic upheaval associated with the COVID-19 pandemic has provided an unsought means of evaluating the role of digital transformation in… Read full this story
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