As we move deeper into the ‘age of the customer’, it has become increasingly important for business organizations to dedicate more time and resources to building out and further refining the customer experience. Today’s generation of consumers possess little to no brand loyalty, and often use convenience as the driving factor behind their purchasing decisions.
Before delving into the steps that need to be taken to effectively achieve digital transformation, it’s first important to define exactly what digital transformation is and what it entails. A somewhat ambiguous term, ‘digital transformation’ seems to mean something different to every business leader that is asked. However, at its core, digital transformation works to transform an organization’s organizational systems, processes, and competencies in an effort to capitalize on the changes and opportunities offered through a mixture of digital technologies and their accelerating impact across the marketplace and today’s business environment.