It’s no surprise that companies are diving into digital. When combined with new business models, digital technologies not only result in extreme efficiencies but also set the stage for the ability to change a company’s competitive posture. We’re seeing markets transform as they rotate into digital. Moving into the digital world drives two effects. It clamps down on efficiencies and productivity. But what’s really interesting to me is digital’s rippling effect.
Like pebbles tossed into a pond, rotating into digital uncovers new addressable markets. For example, let’s look at the new market that digital creates in the call center space.