What’s behind “Digital Transformation”

- What's behind "Digital Transformation": Everyone is talking about Digital Transformation. See my statements which gives the framework of what's behind.
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.

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Customer Experience & Digital Transformation