Leading service companies understand that business as usual is no longer possible. Companies are therefore embracing technology at an ever-increasing rate to enable their business growth and a new way of engaging with customers, employees, and the burgeoning digital ecosystem. People and experiences are what we have always had — automation and efficiency are what most businesses want in this next phase of the service evolution.
As part of that, we hear the buzzwords of digital or business transformation, culture change, and climates of innovation. Often, when it comes to digital transformation, there is a disconnect between those who understand best why the business exists, what the necessary customer intimacy is, and those who best understand the technology. It is much harder to drive value through adaptation when the business and technology stakeholders and customer advocates aren’t all on the same page.