What’s behind “Digital Transformation”

- 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