People frequently throw around the term “digital transformation” when discussing modernizing business applications and online services.

What often gets lost in the conversation is that digital transformation and customer experience go hand in hand.

You can’t provide a great customer experience if you aren’t taking advantage of new digital technologies.

But it’s not as simple as creating a new website, mobile app or using new technology in your call center.

Digital transformation means aligning, unifying and building the experience around the customer.

Alignment of Technology

Every organization uses a number of core technologies to support customers. Sales use CRM and ERPs; marketing uses web CMS, marketing automation, CRM; both use e-commerce; support uses call center solutions and so on.

Read all at : Digital Transformation Starts with the Customer

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