Over the past 12 months, conversations about how to optimize “Digital Experiences” have dominated my conversations. I’m talking about the experiences that people have with an organization through any digital touch points – mobile device, portal, conversation etc. I’ve learned that the tie between digital experiences and successful digital transformation is to find a way to maximize the value of these experiences. So the question is, how do we do this? Is it as easy as developing some relevant apps?
We are at a point where most people live their lives with surrounded by digital devices – the statistics are pretty staggering. I think it’s time that we stop thinking about “users” of systems, and start to reengineer our business practices to think about every person (employee, customer or other) as a “customer”.