Customer Centricity is the Ultimate Goal of Digital Transformation

December 1, 2018 / GuidesFor Team

This article claims that during digital transformation, companies struggle to maintain the same level of customer satisfaction that they used to provide. There are a few possible explanations for this, such as buggy systems, application learning curve, and staff retraining. The problem, according to a study by Super Office, is that customer experience is the most important factor in driving profits. The article discusses that sacrificing customer experience is not an option during digital transformation. In fact, the article elaborates that the transformation should focus on it.  Read further to understand how playing customer experience at the center of digital transformation is the right approach to implement it.
-Miyagi Kazuki

Read the source article at MIT Sloan Management Review

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