Why Customer Experience is at the Heart of Digital Transformation
Sheryl Kingstone is a Research Director at 451 Research, and in this article she looks at the relation between customer experience and the digital transformation, and where the biggest opportunities for organisations are today. Businesses are struggling with adjusting to empowered customers and their demands. There are changes businesses must embrace in order to stop asking customers to adapt to company processes or technology constraints. Additionally, new competitive threats are not only disr...
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