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Digital Transformation


Why shift from cost efficiency to customer experience?

The old saying "The customer is always right" has never been more true than right now. Globalization, innovation and the internet are providing today's customers with more options than ever before, which also means that they have more power than ever to vote with their wallet. What's more, customers—especially those in the millennial age group—are increasingly looking to purchase experiences rather than objects.

Research and intelligence firm Walker Information has released a report titled Customers 2020 predicting that by the year 2020, consumers' behavior will change to make customer experience, rather than price or product quality, the most important factor in buying decisions. With these structural changes in mind, many businesses have shifted from a cost-centric to a customer experience-centric mindset.

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What Consultants don’t Mention about Digital Transformation

What Consultants don’t Mention about Digital Transformation

 A company has made the decision to hire a Consultant to make recommendations on digital transformation. They are to set a path for the digital transformation journey that is about to happen and more importantly – the pitfalls to avoid. Transformation of any kind has its inherent risks. Consultants often leave out the discussion about these risks until it is too late. The best way to handle them is to tackle them head on. So, what are they?

Business as Usual

The biggest blocker to digital transformation is a desire to keep things the same, operating business as usual. This mentality creates a roadblock to change in three different areas:

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