Additionally, legacy back-end systems (and the cost to replace them) can hold companies back from making future-focused decisions, or changes that will improve the customer experience.
Real digital transformation is about shifting mindsets across the organisation, rather than just forcing technology on people. By taking the latter approach, organisations risk missing out on the biggest benefit of digital transformation – improved customer experience.
A study by Kony Inc, covering digital transformation across a number of verticals, found that despite nearly $5 trillion (about R70 trillion) in overall investment, only one in five consumers reported any significant improvement in the experiences received.
+INFO: IOL
