Whether I'm reading studies or job offers or listening to a conversation on the subject, there's something that really irritates me: when we talk about digital, we immediately veer off into marketing and customer relations, as if we've forgotten that employees are also users and that an organization's digital performance begins internally.
Yes, branding and customer experience are essential, but the best external promise won't hold up if the internal workings are dysfunctional. Digitalization is not just about optimizing a landing page or tracking click-through rates. It's also what makes or breaks the...
When a company wants to start its digital transformation the first natural reflex is to question the customer experience at each touchpoint To focus...
