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CSIA FOCUS
Is SMALL the new beautiful for digital transformation?
CSIA Certified Practitioner Todd Gorsuch reports on insights gained through the recent Customer Science webinar series
Last month McKinsey claimed that 70% of companies expect to accelerate their digital transformation. Certainly, we know some organisations are fortunate enough to be in this situation, but this is not the case for everyone. Many organisations put digital spend on hold in the early days of the pandemic when the situation was a little more uncertain, and now they need to re-prioritise. For example, Qantas is laying off 6,000 staff but has placed ‘digitalisation’ at the centre of its recovery strategy. This is not surprising given the reduction in cost to serve, high return on investment and making the customer experience easier and more accessible. The reality is without digital services, some businesses are losing revenue and customers.
Customer Science recently hosted a CX Executive Webinar Series – The Impact of COVID-19 on Digital Transformation. A panel of executives drawn from a crosssection of industries provided their learnings and insights as we move into the new world and several key themes emerged.
1. Expectations will be higher During the pandemic, digital teams have been able to deliver solutions in rapid timeframes in response to the crisis. A great example is the quickly deployed projects by Service NSW, to connect people impacted by COVID and bushfires with support and grants.
