Digital transformation has broad and deep roots, spanning strategy and technology to offer customers better experiences.
It centers on the simple ideas of providing enhanced customer experience by building more customer-centric organizations. But achieving true mastery of digital customer experience is complex. To reach success, organizations need to improve their understanding of their customers, and also learn to better gauge their expectations, assess their behaviors and understand their attitudes.
With the vast array of digital technologies and analytic tools now available, companies can better assess their customers’ journeys and attempt to make it better.
