Everyone is talking about it. See my statements which gives the framework of what’s behind.

• Digital Transformation is a transformation of the entire interaction with customer through
  • Marketing
  • Content
  • Products & Services
  • Support & Customer Service
  • …and more

• The transformation is taking place online & offline… and is strong digital drive because we understand customers most through the data, they offer us through the digital channels

• We need to transform our thinking and structures
  • Thinking: Away from channel thinking, customers don’t think in channels, they think in pains, needs and interests
  • Structures: Sales, Marketing, Product, Support,… this are company structures we need to re-think and replace. In 10 years, we will not see marketing and sales departments any longer.