Customer engagement has changed; it’s never going back. And it’s driving the need for digital transformation.
Like many, your organization may be stuck in the past, relying on old ways to engage with a new type of customer with dramatically different expectations.
It’s OK. That can work...for a little while. And, it has to; it’s not easy to drive wholesale change across a large organization, especially when it can affect culture, technology, processes, and other things core to the fabric of your organization.