On numerous occasions on this page we have looked at the phenomenon of digital transformation, and we can do no less, given our conviction that it is a process that forces companies to be always on the move, and that it is directly related to new disciplines that are part of the core of BRAINTRUST, such as Customer Experience.
This is why the expression "Customer Transformation" is being used more and more frequently, as a result of the sum of the skills required to drive both itineraries within companies. While the focus so far has often been on the injection of digital technology for omnichannel and experience generation, the requirement in the opposite direction is gaining ground, i.e. no path along the path of transformation can be considered successful unless it is accompanied by a multidimensional, agile and flexible understanding of the customer lifecycle.
That is why it is useful to take note of the statistics in this regard, which allow us to stand in front of the mirror and ask ourselves: are we in line with the majority choices in the market? A "yes" or a "no" will hardly be the right answer. The best answer to this question is to determine to what extent we are in line with the trend, and to be adept at asking ourselves the more difficult question: why? Does it fit on our roadmap? Should we change anything? Have we overlooked anything?
The data references in the following infographic could not be more eloquent: a survey conducted by IDC in partnership with Comcast, conducted among 875 companies with more than 100 employees in the United States.
Data Source: Comcast
Infographics: own elaboration
Photo by Jorge Gonzalez on Unsplash
