TRENDS TO WATCH Connecting the digital strategy By Catherine Sbeglia
Digitizing the customer experience (CX) no longer gives a company an edge, but instead, itâ€™s the key to survival. For almost a decade, organizations have been talking about how new digital channels not only improve customer interactions and ease of doing business but also offer consumers the power of choiceâ€”often, at their fingertips. Yet, there is a greater divide than ever before between those who have committed to the digital revolution and established market leaders who are falling behind. Why is this gap widening?
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