BEGIN ARTICLE PREVIEW:
Safir Adeni is a global technology services leader, CX and digital transformation expert. @safiradeni linkedin.com/in/safiradeni/
No other global crisis in the last century has impacted businesses in so many different ways as the COVID-19 pandemic. Companies have seen a 360-degree critical impact on their businesses. Demand has dropped significantly. Supply has been severely constrained and may need to be sourced all over again in the future. Internal resources and systems have fallen apart. Companies have been forced to move to digital technologies and platforms just to stay operational.
The initial knee-jerk reaction may have been necessary to deal with the evolving real-time situation; however, as things begin to settle and stabilize, you have to determine the right strategy and approach to future-proof your businesses. You should take a holistic approach by evaluating all various reasons for making this transformation but prioritize the needs of your customers.
Only a few months before the pandemic, I published an article on the drivers for implementing digital transformation. My recommendation was to focus on customer-centricity while designing digital transformation strategies, as opposed to being technology-centric. Businesses should leverage digital transformation with the primary goal of enhancing customer experience. However, the …
END ARTICLE PREVIEW