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Author's profile photo Steen Hansen

The Digital Customer Experience Workshop

The Digital Customer Experience workshop held at the “International SAP Conference for Utilities” should hopefully foster some good exchange of views. We would like to provide some of our views that hopefully will inspire you to either comment or bring YOUR views to this workshop

The digital transformation gap

The gap between those who has an idea of what to get from a digital transformation and those responsible for delivering the digital transformation is a key barrier for these types of projects. When you are not restricted by having to actually build your idea, it easy to fly high. When you have to deliver it is more comfortable to only commit to things you already familiar with.

None of the above approaches are practical when delivering something as big as the digital transformation. The first item on the agenda is to agree that this is a journey and not a destination. The mental trick about this being a journey is  – that we all agree that no one has the answer to how this will finally look like and therefore we can be comfortable about doing this in smaller steps and also consider part of every step a test and verification that we are doing the right thing.

An obvious question is the cost to do this. If we are doing 100 things in a 100 steps, would it not be more effective to deliver these 100 things in 2 or 3 steps. The answer it absolutely yes BUT with one HUGE assumption which is – We can upfront agree and define the steps.

The full-day workshop 3 Creating a New Customer Engagement Framework – Essential Strategies That Business and Operations Managers Need to Know to Successfully Engage the NEW Energy Customer will take place on Monday, April 11, 2016 from 9:30 to 17:30.

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Stay tuned for more details, and remember to sign up for the conference!

To get regular updates, follow us on Twitter SAP Industries #SAPUtilities.

We hope to get your views at the conference in The Hague – see you

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