In the fast-changing world, we live in, consumer habits have become increasingly fluid. While businesses recognize the importance of digital transformation (DX) to meet these evolving consumer patterns, many DX programs fail to adapt to the new reality. That’s because DX strategies are too often company-centric, focusing on internal processes and measured by internal key performance indicators (KPIs).
Instead, businesses need to understand how the company is performing for its customers and align their DX accordingly. DX should start with the customer at its core, with a focus on their expectations, preferences, and changing purchasing patterns. Without that clarity, DX projects become myopic and narrowly focused, prioritizing internal metric gains instead of what matters most to customers.