Organizations are struggling to align Digital Transformation (DT) with their Customer Experience (CX) strategies. On one side there are reports that put the failure rate of Digital Transformation initiatives between 50-70%, while reports from Forrester, KPMG Nunwood, and the Institute of Customer Service show that customer experience improvement is stagnant.
The key to a successful digital transformation is to find the key customer value drivers. These could be Economic, Functional, Experiential, or Symbolic.
Find out how to find these and build them in a new digital experience that creates emotional attachment.
Learning outcomes:
- Why are organizations are struggling to align digital transformation with their CX strategies?
- Learn about Four Dimensions of Customer Value: Economic, Functional, Experiential and Symbolic.
- How to find the key value drivers for your organization?
- How to build them into an emotion-ware digital experience?