It’s easy to say you’re going to become a more customer-centric organization - and a lot harder to actually deliver on that promise. The answer, as it often does, comes from IT. Using a customer-centric digital operating model, IT can lead the organization in building a new paradigm around end-to-end customer journeys. Digital transformation takes more than individual customer satisfaction investments in specific areas of the organization. It demands a coordinated, cross-organization effort to break down siloes and build a customer-centric culture. It’s easier than you might imagine.
6 май 2019
