On numerous occasions, we have addressed the phenomenon of digital transformation on this page, and we cannot do otherwise, given our conviction that it is a process that forces companies to constantly evolve, and that it is directly related to new disciplines that form part of BRAINTRUST's core, such as Customer Experience.
So much so that the expression "Customer Transformation" is beginning to be used more and more frequently, as a result of the sum of the skills required to lead both paths within companies. While the focus has often been on the boost that digital technology provides to omnichannel marketing and the creation of experiences, the opposite requirement is gaining ground; in other words, no transformation path 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 on this subject, which allow us to take a good look at ourselves and ask: are we in line with the majority of the market? A simple "yes" or "no" is unlikely to be the right answer. The best answer to this question is to determine to what extent we agree with the trend and be adept at asking ourselves the most difficult question: why? Does it help us in our roadmap? Should we change something? Have we overlooked something?
The data references in the following infographic could not be more eloquent: a survey conducted by IDC in partnership with Comcast, involving 875 companies with more than 100 employees in the United States.
Data source: Comcast
Infographic: created by us
Photo byJorge GonzalezonUnsplash
