Digital transformation provides the means for businesses to survive in a complex, new world. It forms part of a broader push to drive new revenue opportunities and growth through cloud services because it’s perceived that businesses with a digital core are more efficient, agile, and responsive to market needs. We find that customer experience and digital transformation are inextricably linked, with digital channels driving more engaging and transparent customer interactions. In an increasingly competitive landscape where strong customer experience drives success, digital transformation is no longer optional.
