The perfect digital business seamlessly interacts with the customer to the extent that the interaction itself is invisible. Simplicity and ease of customer experience differentiate leading digital companies from legacy businesses. Creating the cultural, technical, and operational credentials for digital success takes focus, sensitivity, but most important of all, determination. It requires a change of mindset at the heart of the company. Undertaken properly, digital offers businesses the potential to achieve cost savings, efficiencies and improve brand awareness, ultimately driving the top-line.
successful digital offerings reinvent traditional goods and services with a digital experience overlaid so reducing the level of customer friction, ideally to zero. Digital transformation aims to create the simplest and highest level of customer experience, regardless of channel.