The digital transition has been much more rapid than the planned phased and smooth process most organisations would have wished for, says Johan Kruger, head of context at Consulta, a customer experience consultancy. He points out that there is not an industry or business model that has been exempt from having to push digitisation efforts to the next level.
The shift to digitisation has had unintended consequences, chief among these that customers have been lost sight of while traditional brands are much less visible in their lives. Even businesses that had high levels of customer-centricity prior to the Covid crisis have dropped a few levels on the maturity scale with the migration of their solutions to digital platforms...
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