Digital First, Customer-Centric Culture, Capabilities and Ways of Thinking
This is one of the key reasons why the business imperative of enabling—and consistently delivering—‘digital first but not digital only’ multichannel experiences means that to get the business value out of digital transformation, you shouldn’t focus on it without a parallel customer experience transformation effort. And vice versa.
Because these aren’t (just) technology issues. These are customer and workforce issues.
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