the challenge
Digital is disrupting the traditional customer experience
Businesses in a variety of industries are responding by embracing digital channels. Omnichannel is the aim, but putting digital channels to work can be a struggle due to a lack of a cohesive strategy, limited digital expertise on staff, difficulty integrating digital channels with existing legacy systems, budget constraints or not knowing which features and functionalities to prioritize.
It all adds up to lost opportunity and an inability to take advantage of valuable insights from digital customer data. Businesses that are slow to market with new digital services are at a significant competitive disadvantage and run the risk of losing customers, market share, and profitable revenues.
