Latest Digital Transformation Opinions
Renowned internationally as one of the world’s leading experts on customer experience, consumer behaviour, multichannel operations and e-commerce, Martin Newman is a passionate advocate for customer-centric transformation. This year, he founded the Customer First Group to help drive this transformation with consumer-facing brands.
As part of the business’s launch, a new interactive event – Customer First Live – will enjoy its debut alongside industry favourites eCommerce Expo and Technology for Marketing at London Olympia this September.
Being able to understand another’s emotions is undeniably a vital and defining characteristic for anyone looking to be successful in a customer-facing role.
But as we enter a new digital era, artificial intelligence (AI)-supported technology like chatbots are increasingly automating more of the customer experience. And more is on its way, from AI that can decipher good from bad calls, to machine learning that can translate phone conversations in real time.
Digital transformation is proving a gamechanger for small businesses and franchise owners who operate at the edge, but it brings with it a distinct set of challenges. Those that can combine digital tools with their existing strengths and local market knowledge will be well positioned to compete and win.
On a near daily basis, new articles are published claiming “This is NOT DevOps” and “You don’t get it, DevOps is not about this!” or “This is not how you do continuous delivery,” and so forth.
While well-intentioned and often with a precise mental model in mind, the reality is that these articles are not really helping, but just creating more confusion.
In the first part of this article, we discussed the need for digitally-driven enterprises to foster data instinct in their employees to truly harness the benefits of new technologies and analytics tools. Alongside this, we highlighted the cultural changes that will be key to making these initiatives a reality. In this second part, we’ll look… Read More