Twenty years ago, technologies were rigid, and the main goal of digital transformation engineers was to simplify it all so all the features fit into the new digital reality.
While the simplification approach made implementations easy and affordable, the aggressive elimination of complex processes led to crucial consequences. Though the companies claimed that innovations were worth any employee inconvenience, these changes also affected customers. Business process reengineering is a challenging task, so this is clear why many businesses prefer to avoid it. But this is the point to realize again that besides internal convenience, the main goal of any business is to win the market. And as the customers crave positive changes, constantly improving CX is the key.,"The goal of a digital transformation … should be to build a competitive advantage by continuously deploying tech at scale to improve customer experience and lower costs.
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Source: AP - 🏆 728. / 51 Read more »