In the CX era, the role of IT teams is changing. No longer can they sit behind firewalls and just manage cyber security. Let’s take a look at what the new role entails.
5 Digital Transformation Trends Reshaping Customer Experience for 2019
Some companies think digital transformation is about efficiency—saving time and money, beating competitors to market, and wooing customers with fancy apps and tech bling. They’re wrong. As I’ve said for years now, digital transformation is about one thing: improving customer experience. And many companies are finally starting to realize that customer experience management needs to be on their radar if …
4 Ways the Right Leadership Drives the Digital Transformation
A few weeks ago, I outlined six pillars that are essential for successful digital transformation. This week, I continue the series by focusing on the important role leadership—specifically executive leadership—play in driving a company forward. Yes, in my view, leadership drives digital transformation. So why are so many companies doing it badly? Case in point: In an article for Forbes …