Digital Transformation and user experience
In most projects digital transformation of the customer experience and user experience (remember that both are not the same) are the protagonists. Customer experience, however, is a catalyst and promoter of many digital transformation efforts. Customer experience does not belong to one department and a transformation approach, by definition, includes various stakeholders, including customers.
While technologies have affected customer behavior and expectations on the one hand and allow transformations, on the other, the focus is on people and processes. To truly improve the customer experience in a way throughout the enterprise and holistic, several elements, divisions, warnings, processes and technologies must be taken into account.
However, the dimension of people is probably – and obviously – the most important of all in the context of the customer and the customer experience. The customer experience is probably also one of the key areas in IT business meetings in a transforming perspective.