Transformation through a human lens
Establishing the right foundations to implement technology with greatest impact and build internal collaboration focused on customers can realise the benefits often promised, yet rarely delivered by transformation initiatives.
Why are 73% of digital projects* still falling short of being truly transformational?
Rapid expansion in capability and accessibility of technology has had a major impact on customer service. Today’s customers can browse and switch between competitors with more ease than ever before, comparing your service to more agile start-ups or organisations in completely different sectors.
As industry bodies across the world are reporting plateauing, or in the case of Britain’s’ 2019 Customer Satisfaction Index a fourth consecutive drop in customer satisfaction, it’s time to rethink the perspective through which we look at transformation.
*According to Couchbase research conducted with senior leaders
“On the one hand, there is the challenge of how to respond to the rising expectations of customers in terms of convenience, responsiveness and quality. On the other, we see the pressures to reduce cost to serve driven by increased competition from digital new entrants and business model disruption.”
Dave Pattman – Managing Director | CX Solutions
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