Transform Playbook
Complete a digital metamorphosis that empowers you to fly into the future.
Why isn’t digital transformation paying off?
Despite massive digital investments, customer experience (CX) quality has hit an all-time low for effectiveness, ease, and emotion.
The divide between experience and expectations is widening, even with companies investing heavily in digital over the past five years. Many companies invested quickly without doing user research or horizon planning.
“Customer experience (CX) quality in the US declined for an unprecedented third year in a row and now sits at an all-time low.” — Forrester Research Inc*
Instead of spending money on the wrong initiatives and failing to meet customer expectations, business leaders must take a phased approach to transformation that considers context, technology, socioeconomic factors, and cultural trends.
Fortunately, creating a culture of transformation doesn’t require perpetual upheaval and churn. You must transform—in big and small ways—for the right reasons.
It takes research, strategy, and data to ascertain meaningful insights. Then it requires bold creative choices based on real inputs to bring it all to life. We’ve written this playbook to show you the way.
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