Transform Customer Experience and Operational Excellence By Going Digital Outside and Inside
Because the digital world and customer behaviors are moving so quickly, senior executives in most organizations (rightly) feel compelled to act immediately to remedy digital weaknesses and convert them into strengths. After investigating their options, executives typically embrace business transformation either outside or inside the organization to stay ahead of the competition or catch up with competitors. While they see an urgent need to simultaneously pursue digital outside for customer experience and digital inside for operational excellence, most organizations find it extremely difficult to do both at the same time. That approach is often cost prohibitive, inherently risky, and requires more executive leadership bandwidth and organizational change than many companies are willing to bear. As a result, most senior executives choose one or the other when getting started, but usually not both.
In this paper, Connie Moore explains why it’s an illusion to think that the organization can decide to focus on digital outside exclusively and put digital inside on a shelf – or vice versa. This is because six key steps for delighting customers in a digital world are directly and strategically connected to six key internal business functions for delivering on those promises. Connie explores their interconnectedness and explains how leading companies are gaining advantage by doing digital outside and inside.