Seven steps to successful leadership in digital customer experience
The move is not just about changing a technology, but also about empowering people to feel good about the changes so they adopt them and work more effectively
A technology initiative like delivering a seamless and successful customer experience means that many things in an organization need to change.
It may mean moving software to the cloud, becoming more customer-focused, using new software, changing business processes and models, changing how people do their jobs, and using the Internet of Things (IoT).
The move is not just about changing a technology, but also about empowering people to feel good about the changes so they adopt them and do their jobs more effectively.
Often, employees fear change, causing resistance to new ways of doing business, new technologies and new business models.
New software, regardless of how good it is, cannot deliver great results unless the implementation is orchestrated well.
In a new report, Natalie Petouhoff, vice-president and principal analyst at Constellation Research Inc., provides seven proven practices for orchestrating successful customer experience, cloud and IoT initiatives.
Organizations, the report says, often forget that buying the best technology does not result in the transformation required for success. Instead, success requires a comprehensive change management programme.
Strong leadership, says Petouhoff, is required to orchestrate large-scale change. Failure is not an option, given the enormous costs associated with implementation.
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