This new report has been co-authored by Arthur D. Little and Telia as part of a series highlighting various aspects of digitalization and the impact it has on companies and organizations.
The report takes aim at the digital transformation of customer interaction and experience, what we refer to as “the customer meeting of the future”·
how the way companies meet their customers is transformed by digitalization and the value potential of transforming the customer meeting
what digital applications are being implemented by businesses today
the customer meeting transformation journey including the current status of businesses
a number of focus areas for businesses to successfully transform the customer meeting
The report establishes an urgency for businesses to start thinking about how to transform their customer meeting. It is relevant for companies that wants to transform their way of meeting their customers and for enablers providing digitalization services.