Digital transformation involves deploying digital technology to radically enhance engagement and loyalty from the customer’s viewpoint across all business functions that touch the customer – while increasing value, driving productivity, and managing risk.
The Chief Customer Officer or another C-suite executive could drive major change by introducing new technologies that transform customer experience and business operations that span marketing, sales, forecasting, production, inventory control, shipping, accounting, and postsales customer service. The objective is to radically improve the customer experience while lowering costs, increasing productivity, and reducing risks by continuously improving internal operations, activities, and business processes. Such a broad, strategic scope is a huge undertaking – if not breathtaking. Efforts with this scope and scale require a broad mix of skills drawn from the lines of business, IT, marketing, CX, and OPEX professionals.
Read more about digital transformation and the role of multidisclipinary teams in this white paper by Connie Moore, analyst at Digital Clarity.