Forrester’s annual flagship India event Digital Transformation Mumbai 2017 is almost here. This invite-only exclusive event has been growing over the years to become one of the most anticipated events for India’s senior business leaders.
At last year’s event, we presented the right operating model for organizations to support their digital transformations: the customer obsessed operating model. Our audience let us know the model resonated because it is easy to understand and business leaders could relate it to their day to day activities. More importantly, it challenged their thinking about what digital transformation in the age of the customer should be: it is not about reducing costs or improving operational efficiency but about driving customer-obsession.
In 2017, we plan to take that thinking further. We will talk about the role of Digital Operational Excellence (DOX) in delivering great customer experience (CX). We have researched quite a few companies hiring senior leaders to head their digital projects or CX initiatives who grasp the value of delivering great CX to win, serve and retain customers. However, our research shows that the activities that go on below the ‘line of visibility’ are not well understood in terms of their importance to delivering great CX. This area is where DOX lives.
In this event, we will present Forrester’s thought leadership on how enterprises need to focus on both Digital CX and DOX as they embark upon their digital transformations. In addition, we will highlight the most common blind-spots firms encounter and outline the ‘how-to’ of digital transformation with great industry examples.
May 03, 2017 at 12:17AM
from Ashutosh Sharma
No comments:
Post a Comment