The Three ‘I’s of CX Digital Transformation | In the News

Ask any retail CEO what keeps them awake at night and most will come up with a list that includes:

  • how to transform customer experience, infrastructure and operations at the same time as reducing costs
  • demands on them to facilitate new business opportunities and better customer experience at the same time as implementing an agile, flexible, scalable digital platform
  • how to nurture innovation and creativity to attract and keep customers and the kind of employees who can build a digital future

They’re big issues which demand bold solutions, yet according to analysts Everest Group, only 10% the C-suite are ready to take action and make digital transformation happen. It takes a degree of business bravery to set the digital store ball rolling, knowing that it may take out a number of existing structures on its way through the business.

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